Cloud + Licensing Support Specialist

Why clients love us: We are laser focused on delivering quality and excellence to our clients for their technology modernization needs, business and technology strategy, and cloud transformation initiatives. We are a nationally recognized Microsoft Partner of the Year and the largest, leading IT service provider headquartered in San Diego. As a Top 1% Microsoft Cloud Solution Provider, with engineers that individually hold over 38 Microsoft certifications, our clients trust us because we are the experts!

The value you'll bring: The Cloud + Licensing Support Specialist will help drive strategic and profitable revenue for Managed Solution's cloud practices. They will assist the sales department with customer requests, provide exceptional customer service to Managed Solution clients/prospects, and complete administrative duties to support cloud department operations. The Cloud + Licensing Support Specialist will be 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.

Essential Duties/Responsibilities:

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.

Customer Licensing & Renewals

• 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.

Quoting & Contract Management

• 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.

Data Analysis & Reporting

• 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.

Process Improvement & Efficiency

• 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.

Knowledge Management & Compliance

• 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.
• Support the team in maintaining eligibility for Microsoft CSP Direct Bill status and related incentive programs.

Cross-functional Support

• 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.