Cloud Desk Analyst

Job Summary

Join our team of cloud experts and contribute to delivering innovative, scalable cloud solutions while enabling operational excellence across sales, partners, and customers.

Are you looking for a role where you can combine customer experience, business acumen, and technical expertise to influence Cloud IT strategy and operational success?

We are seeking a Cloud Desk Analyst I to support multi-cloud environments while acting as a key enabler across Channel Sales, Direct Sales, Sales Operations, and Microsoft SPLA programs. This role provides guidance, execution support, and operational visibility across Microsoft (CSP, Azure, SPLA), AWS, and GCP ecosystems.

You will work within a collaborative Cloud Desk team supporting internal and external stakeholders to drive successful customer outcomes, operational efficiency, and revenue enablement across the business.

Location: Nashville, TN; and Milwaukee, WI.

Role & Responsibilities

Cloud Support & Case Management

• Resolve Microsoft CSP and basic multi-cloud support cases with verified documentation
• Manage a case volume of 20+ cases per week with defined SLA expectations (response time, resolution targets)
• Provide structured updates and documentation for all customer and partner interactions

Sales & Sales Operations Support

• Partner with Sales and Sales Operations teams to support pre-sales and post-sales customer engagements
• Assist in translating customer requirements into actionable technical and operational guidance
• Support onboarding readiness and deal execution in coordination with operations teams
• Contribute to pipeline activation and customer lifecycle support, helping convert onboarding into active revenue opportunities

Microsoft SPLA Operational Support

• Provide foundational support for Microsoft SPLA onboarding, reporting, and customer guidance
• Support customer transitions involving SPLA (e.g., SPLA to CSP or hybrid scenarios) and associated operational readiness
• Help ensure accurate documentation, reporting alignment, and process adherence for SPLA-related activities

Partner Enablement & Platform Support

• Support Hyperscaler Platform personnel train internal and external stakeholders on Cloud platforms (e.g., Cloud-iQ) and service capabilities
• Support partner onboarding and enablement activities to ensure operational readiness and successful platform adoption
• Collaborate cross-functionally to ensure timely delivery of services and project execution

Reporting, Metrics & Operational Visibility

• Maintain accurate tracking of case activity, partner onboarding progress, and operational workloads
• Contribute to team-level reporting and dashboards (case volume, onboarding metrics, pipeline activity)
• Provide visibility into trends, blockers, and opportunities to Cloud Desk leadership
• Support continuous improvement through data-driven insights and documentation of best practices

Documentation & Process Improvement

• Develop and maintain process documentation, SOPs, and knowledge base articles
• Identify gaps and recommend improvements across Cloud Desk, Sales Ops, and partner workflows
• Promote consistency, scalability, and operational excellence across all supported programs

5% for potential occasional travel to visit customers or internal meetings.