Work Setup: Hybrid at The Sanctum, SM - North EDSA, QC (Once a month onsite)
Start Date: ASAP
Schedule: 9:00PM-6:00AM (Manila) M-F
Equipment: Company Provided
The role is responsible for overseeing and driving the global provisioning of customer licenses across both production and sandbox environments. This includes ensuring timely and accurate allocation, activation, and management of licenses in accordance with contractual agreements and customer needs. The position provides essential support to Account Executives and Renewal Managers by performing administrative due diligence related to license provisioning, including processing renewals, handling account churn, managing suspensions, and addressing other license lifecycle events. Additionally, the role ensures compliance with internal processes, maintains accurate records, and collaborates cross-functionally to resolve any license-related issues, thereby contributing to a seamless customer experience and operational efficiency.
What does a day in the life of a Licensing Specialist like?
- Perform simple to moderate complex configuration of Salesforce records to ensure customers have access to licenses according to their subscription
- Update account settings on platforms aside from Salesforce to supplement standard provisioning processes
- Work closely with Sales & Customer Success teams to answer questions and help with subscription management issues
- Apply critical thinking skills to identify internal errors, and troubleshoot customer licensing issues.
- Monitor the Onboarding email inbox and respond with appropriate level of escalation and urgency to the team
- Manage Provisioning Case and Support Request Queues
- Submit tickets to relevant teams for resolution of out of scope issues
- Maintain accurate account information to assist in reporting and process management
What are the required qualifications for a Licensing Specialist?
- A bachelor’s degree in computer science, information technology, or a related field. Alternatively, earned Short-Course/Degree or Vocational Degree
- 1-2 years Minimum number of years of experience on a similar role or CSR role in IT or SaaS industry
- Experience with cloud-based / SaaS solution technical support (Salesforce.com / Office 365 etc.) is an advantage.
- Experience as Salesforce end-user or similar CRM tool
- Background in renewal management and/or subscription management role
- Expresses ideas and suggestions in an organized and concise manner.
- Produces documents that are clear, concise, and grammatically correct.
- Solicits and readily accepts constructive feedback.
- Researches and collects appropriate data points for effective decision-making.
- Readily makes recommendations and includes necessary documentation and material to support conclusions.
- Supports team decisions to implement changes, suggestions, improvements, and solutions.
- Encourages and supports the exploration and application of best practices
- Eye for detail especially while configuring License records.
- Time-management skills are required, as well as the ability to handle multiple tasks.
Experience infinite fun so you can have infinite growth. Discover a better way to grow at SupportNinja Are you ready?
If you are interested, you can access your instant interview here: https://alpharun.com/i/UAEQ2lUR7wrGsQp-TqKyS
Disclaimer:
The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.
SupportNinja is proud to be an Equal Employment Opportunity employer and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.
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Skills Required
- Bachelor’s degree in computer science, information technology, or a related field; alternatively, a short-course, degree, or vocational qualification
- 1–2 years of experience in a similar role or customer service representative role within the IT or SaaS industry
- Experience providing technical support for cloud-based or SaaS solutions
- Experience using Salesforce as an end user or a similar CRM tool
- Background in renewal management or subscription management
- Ability to communicate ideas and suggestions in an organized and concise manner
- Ability to produce clear, concise, and grammatically correct documentation
- Ability to accept constructive feedback
- Ability to research and collect data for decision-making
- Ability to make recommendations supported by appropriate documentation
- Ability to support team decisions and implement process improvements
- Ability to encourage and apply best practices
- Strong attention to detail when configuring license records
- Strong time-management and multitasking skills
- Experience with Salesforce.com or Office 365
What We Do
Through its SupportNinja brand, Ninja Partners LLC provides outsourcing that helps companies scale by adding capacity and connecting them with global talent. Its customer-experience offerings span conversion, onboarding, customer and technical support, renewals, and content moderation; it also handles data processing and finance and accounting. The company combines people-led delivery with technology-enabled workflows and AI, serving as an extension of clients’ operations.
