Microsoft Cloud Billing & Operations Specialist

Since 1989, SHI International Corp. has helped organizations change the world through technology. We’ve grown every year since, and today we’re proud to be a $16 billion global provider of IT solutions and services.

Over 17,000 organizations worldwide rely on SHI’s concierge approach to help them solve what’s next. But the heartbeat of SHI is our employees – all 7,000 of them. If you join our team, you’ll enjoy:

• Our commitment to diversity, as the largest minority- and woman-owned enterprise in the U.S.

• Continuous professional growth and leadership opportunities.

• Health, wellness, and financial benefits to offer peace of mind to you and your family.

• World-class facilities and the technology you need to thrive – in our offices or yours. 

Role Description

• Ensure accurate and timely posting, maintenance, and updates of CSP templates and related customer information
• Support sales teams and customers with onboarding, account setup, and ongoing subscription management in Microsoft Partner Center
• Generate, distribute, and track customer signature forms and welcome communications
• Assist customers with accepting Reseller and GDAP requests, and confirm proper tenant relationships are established
• Provision licenses and manage entitlements for new and existing customer agreements
• Collaborate with internal teams (Contracts, Service Desk, WebAdmin, AX, technical) to resolve system issues, onboard customers, and enhance process efficiency
• Respond to customer and sales inquiries regarding terms and conditions, billing, license provisioning, and account transfers
• Manage and update billing tables, process monthly orders, and address payment disputes to ensure accurate invoicing and customer satisfaction
• Identify opportunities for process improvement, automation, and expanded system capabilities
• Report on workflow compliance and collaborate with cross-functional teams to drive efficiency and support evolving customer needs ​

Behaviors and Competencies

• Adaptability: Can adjust to changes in the work environment, manage multiple tasks, and effectively handle uncertainty.
• Customer Service: Can identify customer needs, propose suitable solutions, and handle more complex customer interactions.
• Training: Can identify learning gaps within a team, propose training solutions, and take action to implement them without explicit instructions.
• Documentation: Can independently create and update documentation, ensuring accuracy and consistency, and can identify gaps or areas needing clarification.
• Forward Thinking: Can identify potential future trends or needs, propose proactive solutions, and take action without explicit instructions.
• Reporting: Can identify the need for, and initiate, regular updates to relevant stakeholders without explicit instructions.
• Analytical Thinking: Can apply critical thinking to analyze data, identify patterns, and make basic inferences.
• Problem-Solving: Can identify problems, propose solutions, and take action to resolve them without explicit instructions.
• Critical Thinking: Can analyze and interpret data to inform decision-making, and propose solutions based on logical reasoning.
• Self-Motivation: Can identify personal or professional growth opportunities, propose self-improvement strategies, and take action without explicit instructions.
• Teamwork: Can work effectively in a team, contributing ideas and effort, and respecting the contributions of others.
• Organization: Can prioritize daily tasks, manage personal workflow, and utilize basic tools to keep track of responsibilities.
• Time Management: Can generally use time effectively and is working towards improving task prioritization and deadline management.
• Prioritization: Can identify critical tasks, arrange them based on importance, and execute without explicit instructions.
• Research: Can identify the need for, and initiate, independent research to gather necessary information without explicit instructions.
• Problem-Solving: Can identify problems, propose solutions, and take action to resolve them without explicit instructions.
• Professionalism: Can identify opportunities for improvement, propose solutions, and take action to enhance professional conduct without explicit instructions.

Skill Level Requirements

• Ability to oversee and direct projects to completion, ensuring goals are met, resources are utilized efficiently, and stakeholders are satisfied - Basic
• Ability to effectively utilize applications like Word, Excel, PowerPoint, and Outlook to enhance productivity and perform various tasks efficiently - Basic
• Proficient in utilizing Microsoft SharePoint for document management, collaboration, and workflow automation to enhance team productivity and information sharing - Basic
• Proficient in AX order processing and awareness of SHI AR and AP procedures - Basic
• Experience with business tools such as Customer Resource Management, Sales Center, AX, etc. - Basic
• Proficient in reading, interpreting, and understanding contracts and Request for Proposals (RFPs) to ensure compliance and alignment with organizational goals and requirements - Basic

Other Requirements

• Completed Bachelor’s Degree or relevant work experience required
• 1-3 years of experience in a similar role
• Ability to travel 15%
• Ability to work flexible hours
• Willingness to maintain Partner Certification(s) throughout employment

The estimated annual pay range for this position is $45,000 - $65,000 which includes a base salary and bonus. The compensation for this position is dependent on job-related knowledge, skills, experience, and market location and, therefore, will vary from individual to individual. Benefits may include, but are not limited to, medical, vision, dental, 401K, and flexible spending.

Equal Employment Opportunity – M/F/Disability/Protected Veteran Status