Account Specialist

Who We Are:

TrustedTech is a leading Microsoft Cloud Solution Provider (CSP) specializing in Microsoft Cloud services, Microsoft perpetual licensing, and Microsoft Support Services for medium and enterprise-sized businesses. Our robust team of in-house, U.S-based Microsoft architects and engineers are certified in all 6/6 Microsoft Solutions Partner Designations in the Microsoft Cloud Partner Program.

Prioritizing a people-centric mission, TrustedTech has transformed the Microsoft software licensing experience, giving IT professionals complete confidence in the success of their Microsoft investment.

Overview:

The Account Specialist is a critical member of the Account Services team, responsible for the end-to-end management of client cloud subscriptions and financial health. This role serves as the primary point of contact for complex billing inquiries, ensuring that cloud service subscriptions are accurate, optimized, and aligned with client needs.

This position requires a high-impact professional with a background in SaaS Customer Success who can navigate the complexities of software licensing and subscription billing. While you will ultimately orchestrate administrative lifecycle events in the Microsoft 365 Admin Center, we are looking for a candidate with the professional acumen to provide a solution-oriented approach to customer advocacy and dispute resolution.

Responsibilities:

Subscription Billing & Financial Advocacy

• Ingest and resolve sophisticated billing inquiries, performing root-cause analysis to ensure subscription accuracy and client satisfaction.
• Oversee portal-driven changes and account updates to maintain the integrity of client financial records and recurring revenue streams.
• Partner with Account Management to coordinate long-term product adjustments and billing lifecycle strategies.

Licensing & Cloud Administration

• Serve as a subject matter expert on software licensing structures, providing clients with informed guidance on subscription types.
• Execute "Adds, Moves, and Changes" within cloud portals, ensuring precise license assignments and tenant configurations.
• Manage support cases raised within the vendor ecosystem (e.g., Microsoft), tracking milestones to ensure timely resolution and proactive follow-up.

Operational Excellence

• Maintain meticulous records within CRM systems to ensure high-fidelity tracking of client issues and resolutions.
• Identify and escalate high-priority client situations to senior management or engineering leads when technical or financial complexities exceed standard protocols.
• Provide continuous feedback on operational workflows to enhance customer experience and streamline administrative efficiency.

Required Skills & Qualifications (must-haves):

• 1+ years of experience in a high-volume, professional customer-facing role within the SaaS or software development realm (VAR/CSP/MSP realm is preferred).
• Experience in orchestrating the client lifecycle through CRM and subscription management platforms (e.g., Salesforce, Service Cloud, Chargebee).
• High-level attention to detail and sophisticated time-management skills, essential for managing multi-client portfolios and meticulous financial records.
• High school diploma or GED required; bachelor’s degree in a related field is preferred.

Preferred Skills & Qualifications (nice-to-haves):

• A foundational understanding of complex software licensing structures and entitlement models.
• Proven experience navigating and resolving subscription billing-related inquiries and financial discrepancies.
• Hands-on experience with the Microsoft 365 Admin Center portal, specifically regarding license assignments and tenant administration.
• Industry-relevant Microsoft certifications, such as MS-900 (Microsoft 365 Fundamentals) or AZ-900 (Azure Fundamentals).
• Advanced emotional intelligence with the ability to explain complex financial topics to non-technical audiences and apply process-driven thinking to ambiguous scenarios.

Working Environment & Compensation Details:

• Type: Hybrid (3 days onsite, 2 days WFH)
• Schedule & Working Hours: Monday - Friday; 6:00 am to 3:00 pm PT OR 7:00 am to 4:00 pm PT
• Compensation: $75K annually (non-exempt); *DOE

Benefits:

- 100% employer-paid base medical coverage:

- HMO (CA) | PPO (out-of-state)

- Dental and vision coverage

- 401(k) with 4% company match (fully vested)

- Paid vacation, sick leave, and holidays

- Paid parental leave

- Voluntary benefits (STD*, life/AD&D, accident, critical illness, hospital)

- Employee Assistance Program (EAP)

- Pet discount plans

- Microsoft reimbursement program

(*Short-term Disability available for employees outside California)

*TrustedTech is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, age, national origin, veteran status, disability, sexual orientation/gender identity, or any other characteristic protected by applicable law.*