The Contract & Customer Operations Specialist is responsible for the end-to-end operational management of customer contracts, renewals, licensing, asset tracking, and service enablement for cybersecurity products (IdNomic, C2P, Proteccio, Kosmian, and related solutions). The role ensures accurate support and maintenance administration, customer satisfaction, and operational governance.
Key Responsibilities
Contract & Renewal Management
- Manage maintenance and support contract renewals.
- Prepare and provide data required for quote generation, including dates, WBS, amounts, and configurations.
- Coordinate renewal activities with Sales and customers.
- Update entitlements, support coverage, and renewal records.
- Track contract expirations and notify customers.
Customer & Service Administration
- Create and maintain customer records in support tools.
- Manage portal accounts, access rights, and onboarding activities.
- Validate orders, activate services, and ensure data quality.
License & Contract Delivery
- Deliver software licenses and customer credentials.
- Generate license delivery documentation and maintain traceability.
- Support contract activation, PO tracking, and financial reconciliation.
Asset & Logistics Management
- Manage hardware asset records, serial numbers, and contract linkages.
- Track product shipments and lifecycle information.
- Coordinate RMA activities, repairs, logistics, and shipment tracking.
- Maintain accurate support tool records throughout the asset lifecycle.
Reporting & Governance
- Produce operational dashboards and KPI reports.
- Monitor contract renewals, support activity, and RMA performance.
- Support audits, governance reviews, and process improvements.
Requirements
- Experience in contract administration, customer operations, sales support, or service delivery.
- Strong organizational and data management skills.
- Excellent stakeholder communication abilities.
- Experience working with CRM, ERP, or support management tools.
- Advanced Microsoft Office skills, particularly Excel.
Preferred Experience
- Experience in cybersecurity, software licensing, PKI, or cryptography environments.
- Understanding of support and maintenance operations, logistics, and asset management.
Key Competencies
- Contract & Renewal Management
- Customer Operations
- Service Delivery Coordination
- Data Quality & Reporting
- Asset Lifecycle Management
- License Administration
- Problem Solving & Attention to Detail
- Stakeholder Management
Business Impact: This role is critical in supporting the operational backbone of cybersecurity services by ensuring efficient management of contracts, customer data, licensing, assets, and maintenance activities, enabling technical teams to focus on service delivery and customer support.
Atos states that diversity and inclusion are embedded in its DNA and highlights its commitment to a fair work environment and responsible environmental, social, and governance practices.