Licensing Advisor

About the role

Zones, a global IT solution provider and MBE operating in more than 120 countries, is hiring a Licensing Advisor. The role reports directly to the Licensing Lifecycle Manager and focuses on proactive client communication about software lifecycle maintenance, subscription renewals and license upkeep within an assigned region, providing dedicated white-glove support. It involves heavy client-facing interaction through omni-channel support.

Key responsibilities

• Own and manage proactive client engagement for licensing maintenance and subscription renewals, and act as the main point of contact for licensing escalations in the assigned region.
• Coordinate the cadence of client meetings with the CSS and account support team, and communicate with clients and stakeholders to schedule business reviews and status calls.
• Aid in presenting reports and presentations, and support standardized reviews so that all licensing requirements are met.
• Maintain ticketing system case documentation and deliver and manage the client install base.
• Manage red-flag alerts and work closely with CSS on software-related escalations.
• Analyze trends, pricing and customer input to close custom deals, and work with the SAM team on internal reporting on key lifecycle events.
• Handle issue and risk mitigation, present action plans to the account team with follow-ups until resolved, and cover onboarding, offboarding and product reports.

Required profile

• Bachelor's degree (4 years).
• 2+ years working with Tier 1 software publishers.
• 3 years of account management, with prior experience in IT software support.
• Experience with ticketing systems.
• Track record of achieving productivity goals.

Required skills

• Knowledge of product offerings, licensing and pricing.
• Excellent verbal and written communication and problem-solving skills.
• Ability to resolve complex issues quickly and act on them decisively.
• Experience with Microsoft product terms and conditions; Adobe experience is a plus.
• Completion of the Microsoft MCP (Licensing) certification.

What we offer

• Life insurance, optional health insurance, EOBI and a voluntary pension scheme.
• Complimentary meals and access to an in-house gym.