Senior Contract Management Specialist - Customer Success

Company Description

We are in Business for People, empowering people in service organizations with innovative Enterprise and Business software solutions. We’ve innovated and taken a new approach to delivering ERP that works for people. Self-driving, adaptive, and intuitive software that is changing the way people work. Our solutions empower people and deliver a better people experience so people can spend time on meaningful high-value work they live for.

Job Description

We are seeking a skilled and experienced Senior Contract Management Specialist to join our Customer Success organization. In this key role, you’ll operate as a player-coach, leading the Contracts Management team while handling complex contracts and guiding our Services Sales team in structuring Customer Success services agreements. The ideal candidate will bring a strong background in contract management or paralegal experience, with expertise in SaaS and software services agreements.

Role Overview

This is a senior paralegal position responsible for collaborating closely with our Services Sales team, Customer Success, and Legal departments to ensure contracts are structured and executed in line with company policies and best practices. Once contracts are signed, you’ll oversee their enforcement and maintain their accuracy in our systems of record.

Key Responsibilities

• Contract Structuring:
  • Partner with the Services Sales team to design Customer Success services agreements that align with corporate policies and customer needs.
  • Ensure all agreements meet regulatory, financial, and legal standards.
  • Review, draft, and recommend amendments to contracts to manage risk and optimize terms.
• Contract Enforcement & Compliance:
  • Ensure contract obligations are tracked, fulfilled, and documented within systems of record.
  • Act as the primary contact for contract-related inquiries, resolving issues promptly.
  • Monitor contract compliance and report any deviations or risks to relevant stakeholders.
• Leadership & Team Management:
  • Serve as the player-coach for the Contract Management team, providing mentorship, guidance, and day-to-day leadership.
  • Oversee team performance, assign responsibilities, and promote continuous improvement initiatives.
  • Foster a collaborative, solutions-focused environment that enhances both team morale and productivity.
• Stakeholder Collaboration:
  • Collaborate with Customer Success, Finance, Legal, and Operations to align contract terms with company standards and customer expectations.
  • Support training initiatives for Sales and Customer Success teams on best practices for contract management and compliance.

Accountabilities

• Risk Mitigation: Proactively identify contract risks, advising stakeholders on mitigation and compliance strategies.
• System Accuracy: Maintain updated, accurate records of contract terms and statuses across all systems.
• Customer Satisfaction: Ensure contract compliance to uphold customer satisfaction and long-term partnerships.

Key Metrics

• Contract Accuracy: 5% discrepancy rate between contract terms and system records.
• Timeliness of Contract Processing: Average turnaround of contract structuring and review within agreed service levels.
• Compliance Rate: 95%+ adherence to corporate guidelines across all contracts.
• Team Productivity: Achievement of team performance targets for contract completion and compliance.

Qualifications

• Experience: Minimum of 5+ years of experience in contract management, paralegal roles, or related fields within SaaS, Professional Services, or IT industries.
• Leadership Skills: Demonstrated ability to lead a team, provide coaching, and manage complex projects simultaneously.
• Education: Bachelor’s degree in Legal Studies, Business Administration, or a related field (Paralegal Certification is a plus).
• Technical Skills: Proficiency in contract management software, CRM systems, and MS Office Suite.
• Soft Skills: Strong communication, negotiation, and problem-solving abilities.

Additional Information

Join Unit4 and be part of one of the most exciting journeys in the cloud ERP software space. We’re a fast-paced, high-growth, people-centric company, delivering enterprise software for a great people experience, 
and offering our own people a host of benefits and development opportunities. Grow with us
At Unit4, we offer:

• a culture built on trust - giving you the freedom and autonomy to be successful, 
• balance - with our uncapped time off policy, remote working opportunities and Global Wellbeing Days when the whole company can switch off and prioritize well-being,
• talented colleagues, role models and mentors - work, learn and be inspired by some of the best talent in the software industry,
• a commitment to sustainability - with initiatives such as our Act4Good program, a way for everyone at Unit4 to come together and engage in actions that benefit society and the planet,
• a safe and inclusive working environment – supported by our Employee Resource Groups, which are open to all and include Women at Unit4, Pride at Unit4, Mental Health and Access at Unit4, and People of Color at Unit4.