CSP Operations Specialist

Job Summary

The CSP Operations Specialist is a customer-facing role responsible for orchestrating the end-to-end onboarding experience within SoftwareOne’s CSP business. This role ensures seamless execution from Request for Order (RFO) through activation and transition to Business-as-Usual (BAU) support by aligning sales intent, operational execution, and customer readiness.

Acting as the central coordination point across Sales, Operations, and Support teams, this role ensures onboarding is delivered efficiently and accurately, enabling customers to transact, consume, and operate cloud services from day one. This role is designed to create single-threaded ownership of the CSP onboarding process, reducing fragmentation across teams and improving customer experience and time-to-revenue.

SoftwareOne is an AI‑forward company. We actively use AI across our business to improve productivity, decision‑making, and outcomes - and we are intentional about hiring people who are curious, hands-on, actively apply AI, and lead by example as technology continues to evolve. 

Role & Responsibilities

• Owns the end-to-end CSP onboarding lifecycle from RFO submission through activation and BAU transition, with accountability for delivery, quality, and customer experience.
• Drives cross-functional execution of CSP onboarding by coordinating Sales, Marketplace Platform, Support Activation, Billing and Finance, Customer Success, and Support Teams.
• Onboarding Execution & Validation:
  • Responsible for end-to-end execution of onboarding activities, including customer setup, order processing, provisioning, and activation.
  • Validates commercial, technical, and operational prerequisites to ensure readiness for provisioning and billing.
  • Oversees licensing provisioning, subscription transfers/activation, and support enablement (e.g., GDAP roles).
  • Leads the structured transition to BAU teams, ensuring customers are fully enabled with required access, support channels, and introduction to ongoing service stakeholders.
• Maintains clear visibility into onboarding progress by proactively tracking milestones, identifying risks early, and ensuring timely progression across all onboarding stages.
• Owns resolution of operational blockers by identifying root causes, coordinating cross-functional stakeholders, and driving issues to closure.
• Coordinates resolution of invoicing-related issues, working with Sales, Finance, and Billing teams to address customer concerns, including initiation of credit/rebill actions where required.
• Provides proactive communications and status updates internally and externally throughout onboarding while managing expectations regarding timelines, deliverables, and next steps.
• Provides operational continuity throughout the CSP lifecycle, including support for additional orders, renewals execution, and offboarding coordination.
• Exercises judgment in resolving ambiguous or conflicting onboarding requirements, ensuring decisions align with customer outcomes, SoftwareOne procedures, and operational integrity.
• 10% Travel Required.