Cloud + Licensing Support Specialist

Job Description

Job Description:\n\nDescription:\nWhy 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!\n\nThe 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.\n\nEssential Duties/Responsibilities:\nMicrosoft Partner Center Management\n\n Input Microsoft Co-sell opportunities into Microsoft Partner Center, including data entry, opportunity qualification, and updating won/lost opportunities.\n Register client projects within Microsoft Partner Center - Claiming Partner of Record (CPOR), in order for the Company to be recognized for the project work.\n Monitor and maintain data accuracy across all Partner Center entries to ensure compliance with Microsoft incentive eligibility requirements.\n\nCustomer Licensing & Renewals\n\n Handle annual client renewals of Microsoft 365 subscriptions (including Azure): pulling reports, building contracts, communicating with customers, and renewing subscriptions per agreements.\n 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.\n 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.\n\nQuoting & Contract Management\n\n Build customer quotes in accordance with provided customer/prospect requirements, using both Excel and PandaDoc, sending completed quotes to the appropriate party.\n Update quoting price lists on a monthly basis to maintain current vendor data.\n Review existing quotes and contracts for accuracy, completeness, and alignment with current vendor pricing and policies.\n\nData Analysis & Reporting\n\n Run customer reports for monthly invoicing processes.\n Conduct regular data audits across customer accounts, licensing inventories, and Partner Center records to identify discrepancies and opportunities for optimization.\n Analyze customer usage patterns and licensing utilization to identify cost-saving opportunities and optimization recommendations.\n Generate and distribute regular reports on key metrics including renewal rates, CSP growth, and customer licensing trends.\n Track and report on departmental KPIs to support operational decision-making.\n\nProcess Improvement & Efficiency\n\n Identify inefficiencies in current workflows and proactively recommend process improvements to enhance team productivity and accuracy.\n Assist with implementation of administrative or process changes to ensure ongoing adherence to vendor requirements and policy changes.\n Document standard operating procedures and maintain process documentation to support team consistency and training.\n Collaborate with team members to streamline repetitive tasks through automation or improved workflows.\n Test and validate new tools, systems, or process changes before broader implementation.\n\nKnowledge Management & Compliance\n\n 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.\n Maintain compliance with all Company policies and procedures and maintain strict client and Company confidentiality.\n Stay current on vendor policy updates and communicate relevant changes to appropriate stakeholders.\n Support the team in maintaining eligibility for Microsoft CSP Direct Bill status and related incentive programs.\n\nCross-functional Support\n\n Provide backup support for team members during absences or high-volume periods.\n Collaborate with sales, technical, and finance teams to resolve customer issues and improve service delivery.\n Other related duties as assigned by a supervisor.\n\nRequirements:\nDesired Skill Sets/Experience:\n\n 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.\n Demonstrated expertise with Microsoft New Commerce Experience (NCE) including subscription lifecycles, pricing models, term commitments, and legacy CSP to NCE transitions.\n Strong knowledge of Microsoft licensing programs and models including CSP, NCE, and Open Value, with working knowledge of Azure consumption billing and subscription management.\n 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.\n\nAdditional Qualifications:\n\n 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.\n Demonstrated ability to research and develop proficiency around detailed, technical subjects.\n Strong analytical skills with the ability to review data, identify patterns, spot errors, and draw actionable insights from reports and metrics.\n Proven track record of identifying process inefficiencies and implementing improvements that enhance productivity and accuracy.\n Previous knowledge of contract management systems and/or procurement processes is preferred. If none, demonstrated attention to details and methodical traits are required.\n Experience in utilizing quoting/contracts management systems (PandaDoc, ConnectWise preferred).\n 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.\n 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.\n Experience with data validation, quality control processes, and reporting tools is a plus.\n Ability to work independently and to carry out assignments to completion within parameters of instructions given, prescribed routines, and standard accepted practices.\n Self-motivated problem-solver who takes initiative to improve systems and support team efficiency.\n\nEducation Requirements:\n\n Associate's or Bachelor's degree preferred, as well as 2+ years in a sales, administrative, or data analysis role. Equivalent combinations of education and/or relevant work experience will be considered.\n Microsoft Licensing Fundamentals Certification and other related certification will be required to be maintained during employment. Candidates who do not have active required certifications at time of hire will be required to obtain necessary certification(s) within three months.\n\nWork Location:\n\nShift/Availability Requirements:\n\nCompensation & Benefits*\nBase Wage Range: $34.25 to $41.50 per hour\nManaged Solution considers a range of factors when determining an appropriate wage. Such factors include but are not limited to: years of related experience, industry knowledge, formal education, relevant certifications, and geographic location. Wages are paid as earned and in accordance with Company policies.\n\nIncentive Compensation Plan: This position is eligible for incentive compensation in accordance with its respective plan and Company policy. Details available during the interview process. \n\nAdditional Perks:\n\n PTO – earn 80 hours upon hire in year 1; 15 days in year 2; and 20 days in years 3+\n 401k – Eligibility after 90 days; Managed Solution matches 50% of your first 6% in contributions, starting after 90 days\n Holidays - Managed Solution celebrates 7 paid holidays each year\n Plus, 1 Floating Holiday per Year… and 2 After 5 Years of Service!\n Medical, Dental, Vision – including two medical plans with a $0 cost for employee-only coverage tiers! \n Telemedicine options: “see” a medical provider from anywhere, over the phone, 24/7\n $100K Life/AD&D policy provided for all employees, free of charge!\n Employee Assistance Program – free financial consultation; counseling services; 24/7 traveler’s assistance; and more!\n\nWhy our employees love working here: We believe our strength comes from our differences, and we are committed to fostering and promoting a culture of diversity and inclusion. We believe our team and our community are our greatest assets and we strive to promote both. From providing our employees the time to pursue Microsoft certifications, to supporting and partnering with multiple non-profit organizations, we believe this is where healthy and happy employees thrive.\nAs we grow, we are anchored and driven by our Core Values: I <3 IT!\n\n Integrity – We demonstrate consistent, trustworthy behavior. We are honest with everyone, take ownership (even in the face of failure), and do the right thing... even when no one is looking.\n Heart – We show genuine care for our community, our customers, and our culture. We believe people are at the heart of IT! We are authentic, inclusive, and take time to celebrate and enjoy one another's company.\n Innovation – We cultivate a diverse work environment and forward-thinking business by supporting an open exchange of ideas, driven by creativity and collaboration. We're dedicated to consistently delivering excellence through a ‘yes- to- what’s-next’ attitude.\n Teamwork – We work together and support one another to achieve a clear, common goal, while taking accountability for our own contribution's and the overall team's success.\n\nInclusion & Equal opportunity employment: We are an equal opportunity employer committed to Diversity, Inclusion & Belonging. Individuals seeking employment at Managed Solution are considered without regard to any protected category including but not limited to, race, color, religion, national origin, age, sex, marital status, ancestry, disability, veteran status, gender identity or sexual orientation. At Managed Solution we are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.\n\nPhysical Requirements: Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards. Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards. Must be able to talk, listen and speak clearly on telephone. The essential functions of this job require: the ability to frequently sit and stand for long periods of time; to manipulate objects with fine and gross motor skills; to communicate in written and spoken English; to hear; to utilize close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. Managed Solution is an equal opportunity employer and will consider qualified applicants who can perform the essential functions of the job, with or without reasonable accommodation.\n\nE-Verify Participation:\nFederal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States. Managed Solution participates in the federal E-Verify program to validate the authenticity of work eligibility documents. As part of this program, Managed Solution will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee’s Form I-9 to confirm work authorization. For more information, see Information and Hiring Timeline: \nDue to the ever-changing hiring needs of our Company, Managed Solution accepts applications for this role on an ongoing basis. If you have applied previously but have not been selected, please feel free to apply as often as monthly if you remain qualified, eligible, and interested in the position as outlined herein. Use the “apply” button to submit your application*. \n*By submitting a resume, you agree to the terms and conditions of our Job Applicant Privacy Policy.