Contract Manager

Agfa HealthCare, is a division of the Agfa-Gevaert Group which is headquartered in Mortsel, Belgium and traded on Euronext Brussels (AGFB). At Agfa HealthCare, we support healthcare professionals across the globe to transform the delivery of care. Our focus is 100% on providing best-of-suite Imaging IT software solutions that enable secure, effective and sustainable imaging data management. From product development to implementation, our unified Enterprise Imaging Platform is purpose-built to reduce complexity, improve productivity and deliver clinical value. We use our proven track record as an innovator, our in-depth medical knowledge and our strategic guidance to help healthcare providers achieve their clinical, operational and business strategies.

**Contract Manager - Direct Export**
- Manage the contract book for the Direct Export region.
- Monitor each contracts P/L and report monthly towards Head of Service Direct Export
- Supervise execution of customer contracts in terms of profitability and quality and consequently take corrective actions
- Assess and propose optimization of the regional budget (Profit & Loss).
- Guarantee that the contract order book in ASSM is complete, revenues are being recognized and invoices are being sent out according to the billing plan.
- Host bi-weekly meetings with the Contract Coordinator, PMO and CCC
- Verify with the contract coordinator that all assets have been linked to the projects in ASSM and all required B2B contracts have been ordered with our vendors or local service providers.
- Engage the service teams to ensure correct SLA delivery for each customer/contract.
- For new contracts, distribute SLA requirements to the Delivery Managers for scheduling purposes of upgrades, PPM, refresher trainings, etc
- Analyse the service reports provided by the Contract Coordinator (time reporting) and Support Delivery Manager. (Response times, resolution times, etc) to guarantee SLA compliance from Agfa side and define action plans accordingly
- Organize a quarterly upgrade meeting with Sales and service delivery teams to define which sites require a contractually provisioned system upgrade, and initiate the decision to upgrade with pre
- sales to come to a well defined upgrade scope before engaging the service delivery team.
- Define, implement and maintain a solid and uniform contract management strategy with the regional dealer network.
- Present a clear distribution of L1/L2 tasks and escalation path amongst the dealer support team and the RSN.
- Monitor L1/L2 compliance of the dealer teams
- Set training requirements and assure the dealer teams are properly skilled as per the training profiles provided.
- Pro-actively start the renewal process for expiring contracts, involving all relevant stakeholders within Direct Export
- Organize and host a quarterly contract renewal meeting with Sales, Support and Implementation.
- Present, based on input provided by the contract coordinator, an overview of
- Contracts expiring after 6 months
- Provide per expiring contract the P/L and service delivery reports
- Define, based on the provided financial and service delivery reports, the customized renewal path for each customer together with the Sales team and the delivery managers.
- Always maintain a long term commercial view to the renewal strategy, equally valued to the technical service requirement, by taking into account the input from Sales and the Service Delivery Manager gathered from customer feedback during service interventions.
- Start building the contract renewal by engaging with all teams required to provide site & system info as well as with pre-sales teams to come to a desired upgrade / replacement configuration as per the strategy decided upon in the renewal meetings.
- Present the contract renewals to sales during a dedicated meeting with the regional sales manager, within 2 months after the contract renewal meeting.
- Regularly follow up with the Sales team on the status of the contract renewal.
- Build and maintain the relationship between sales and services organization for the sub-region.
- Build partnerships with 3rd party service providers to optimize support delivery in the most cost efficient way
- Maintain a good relationship with the customers and guarantee a high contract delivery standard by focussing on customer satisfaction
- Interpretate the results of customer satisfaction surveys and define an action plan to maintain or improve the level of service provided as part of the offered SLA.
- Motivate the service teams to communicate in a customer friendly way
- Determining ways to control costs without sacrificing customer satisfaction
- Assessing customer feedback and using creativity to establish, improve, and refine services.

We offer a rewarding career in a field that impacts lives, the opportunity to work with a talented and committed team of individuals, training and career development programs, and a competitive compensation and benefits pac