Cloud Licensing Support Specialist

Job not on LinkedIn

November 25

🏄 California – Remote

Although this job is listed in California, this company may be open to hiring remote in other states.

💵 $25 - $31 / hour

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

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Managed Solution

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Enterprise • SaaS • Cloud

Managed Solution is a leading Managed IT Services provider specializing in Microsoft technologies. They offer a range of services including IT help desk, Microsoft consulting, security services, Azure cloud managed services, and business process automation. As a top Microsoft Service Provider in the US, Managed Solution boasts numerous Microsoft certifications and accommodates clients with a 24/7/365 US-based helpdesk. They focus on leveraging cutting-edge technology to enhance employee lifecycle management, employee engagement, and technology mergers and acquisitions. With a presence across the US, Managed Solution is dedicated to providing comprehensive IT support and cloud services to various industries, including healthcare and life sciences technology services.

51 - 200 employees

Founded 2002

🏢 Enterprise

☁️ SaaS

📋 Description

• The Cloud + Licensing Support Specialist will help drive strategic and profitable revenue for Managed Solution's cloud practices. • Assist the sales department with customer requests and provide exceptional customer service to Managed Solution clients/prospects. • Complete administrative duties to support cloud department operations. • Responsible for developing a strong knowledge of Managed Solution's cloud offerings, as well as the current licensing specifications of our vendor/partners, including Microsoft. • Microsoft Partner Center Management Input Microsoft Co-sell opportunities into Microsoft Partner Center, including data entry, opportunity qualification, and updating won/lost opportunities. • Register client projects within Microsoft Partner Center - Claiming Partner of Record (CPOR), in order for the Company to be recognized for the project work. • Monitor and maintain data accuracy across all Partner Center entries to ensure compliance with Microsoft incentive eligibility requirements. • Handle annual client renewals of Microsoft 365 subscriptions (including Azure): pulling reports, building contracts, communicating with customers, and renewing subscriptions per agreements. • Provide superior, first-line customer support related to Office 365 inquiries, meeting Service Level Target for responses related to licensing administration/customer questions, escalating as needed per department procedures. • Onboard new CSP customers, including such activities as: sending a welcome email, coordinating the transition/purchase/reassignment of licensing, and working with current partner or Microsoft to cancel previous subscriptions as needed. • Build customer quotes in accordance with provided customer/prospect requirements, using both Excel and PandaDoc, sending completed quotes to the appropriate party. • Update quoting price lists on a monthly basis to maintain current vendor data. • Review existing quotes and contracts for accuracy, completeness, and alignment with current vendor pricing and policies. • Run customer reports for monthly invoicing processes. • Conduct regular data audits across customer accounts, licensing inventories, and Partner Center records to identify discrepancies and opportunities for optimization. • Analyze customer usage patterns and licensing utilization to identify cost-saving opportunities and optimization recommendations. • Generate and distribute regular reports on key metrics including renewal rates, CSP growth, and customer licensing trends. • Track and report on departmental KPIs to support operational decision-making. • Identify inefficiencies in current workflows and proactively recommend process improvements to enhance team productivity and accuracy. • Assist with implementation of administrative or process changes to ensure ongoing adherence to vendor requirements and policy changes. • Document standard operating procedures and maintain process documentation to support team consistency and training. • Collaborate with team members to streamline repetitive tasks through automation or improved workflows. • Test and validate new tools, systems, or process changes before broader implementation. • Build and maintain current knowledge of Microsoft licensing types, terms and conditions, including staying informed on FY25 and FY26 CSP program changes and incentive requirements. • Maintain compliance with all Company policies and procedures and maintain strict client and Company confidentiality. • Stay current on vendor policy updates and communicate relevant changes to appropriate stakeholders. • Provide backup support for team members during absences or high-volume periods. • Collaborate with sales, technical, and finance teams to resolve customer issues and improve service delivery. Other related duties as assigned by a supervisor.

🎯 Requirements

• Minimum 2+ years of hands-on experience with Microsoft Cloud Solution Provider (CSP) programs and Partner Center, including subscription management, CPOR claims, co-sell deal registration, incentive program compliance, and GDAP relationship administration. • Demonstrated expertise with Microsoft New Commerce Experience (NCE) including subscription lifecycles, pricing models, term commitments, and legacy CSP to NCE transitions. • Strong knowledge of Microsoft licensing programs and models including CSP, NCE, and Open Value, with working knowledge of Azure consumption billing and subscription management. • Proven technical troubleshooting skills and ability to communicate complex concepts clearly to customers, including writing guidance documentation and resolving licensing provisioning issues, subscription transfers, and Partner Center operational problems. • Extremely organized and detail-oriented, an efficiency rockstar, and an excellent verbal and written (English) communicator as the job requires multiple internal and external interactions. • Demonstrated ability to research and develop proficiency around detailed, technical subjects. • Strong analytical skills with the ability to review data, identify patterns, spot errors, and draw actionable insights from reports and metrics. • Proven track record of identifying process inefficiencies and implementing improvements that enhance productivity and accuracy. • Previous knowledge of contract management systems and/or procurement processes is preferred. If none, demonstrated attention to details and methodical traits are required. • Experience in utilizing quoting/contracts management systems (PandaDoc, ConnectWise preferred). • Ability to handle high volumes of requests and tasks; time management; can-do attitude; and demonstrated ability to work in a team environment, across levels inside and outside the organization. • Strong proficiency with common workplace software applications (MS Office – Word, Excel, PowerPoint, and Outlook), including advanced proficiency in Excel for data analysis, pivot tables, and reporting. • Ability to work independently and to carry out assignments to completion within parameters of instructions given, prescribed routines, and standard accepted practices. • Self-motivated problem-solver who takes initiative to improve systems and support team efficiency.

🏖️ Benefits

• PTO – earn 80 hours upon hire in year 1; 15 days in year 2; and 20 days in years 3+ • 401k – Eligibility after 90 days; Managed Solution matches 50% of your first 6% in contributions, starting after 90 days • Holidays - Managed Solution celebrates 7 paid holidays each year Plus, 1 Floating Holiday per Year… and 2 After 5 Years of Service! • Medical, Dental, Vision – Managed Solution pays 80% of the employee cost on the base plan + 15% of dependent costs on the base plan (Optional Flexible Spending Account for eligible Health Care or Dependent Care costs) • Telemedicine options: “see” a medical provider from anywhere, over the phone, 24/7 • $100K Life/AD&D policy provided for all employees, free of charge! • Employee Assistance Program – free financial consultation; counseling services; 24/7 traveler’s assistance; and more!