Senior Licensing Advisor

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Overview

Zones is a Global Solution Provider of end-to-end IT solutions with an unmatched supply chain. Positioned to be the IT partner you need, Zones, a Minority Business Enterprise (MBE) in business for over 35 years, specializes in Digital Workplace, Cloud & Data Center, Networking, Security, and Managed/Professional/Staffing services. Operating in more than 120 countries, Zones has mastered the science of building digital infrastructures that change the way business does business ensuring whatever they need, they can Consider IT Done.

Position Overview

The Senior Licensing Advisor will be a passionate advocate for Zones clients, ensuring client happiness, engagement, and maximum operational support. This role requires intellectual curiosity, creativity, strong problem-solving, excellent communication, and the ability to influence business and technical leaders across multiple stakeholder groups. The Senior Licensing Advisor will report to the Licensing Advisor Manager and is responsible for proactive direct client communication regarding software lifecycle maintenance, subscription renewals, and understanding license maintenance for clients in their assigned region to provide dedicated white-glove support. Knowledge of product offerings, licensing, and pricing is used daily. The role interacts with clients, publishers, CSSs, and other departments, with heavy client-facing interaction through omni-channel support.

What You'll Do As The Senior Licensing Advisor

• Own and manage proactive client engagement for licensing maintenance and subscription renewals; act as the primary point of contact for licensing escalations for the assigned region
• Coordinate cadence client meetings with CSS and account support team
• Communicate with client and stakeholders to schedule business reviews, status calls, etc.
• Aid in presentation of reports and presentations as needed
• Support standardized reviews with clients to ensure all licensing requirements are met
• Provide timely and effective communication with licensees on relevant business needs, on- and offboarding, and product reports
• Maintain ticketing system case documentation related to activities and projects
• Deliver and proactively manage client install base to maintain customer satisfaction
• Own all customer licensing, internal and external parties and existing client questions
• Proactively manage "red flag alerts" with heavy client communication interaction
• Work closely with CSS on customer software-related escalations
• Analyze trends, pricing analysis, and customer input to close custom deals
• Issue/risk mitigation and resolution; work closely across departments to drive resolution and recovery
• Present action plan for issue resolution to account team with scheduled follow-ups until resolution is achieved
• Work closely with SAM team to deliver internal reporting on key lifecycle events

What You Will Bring To The Team

• 4 years Bachelor's Degree
• 4+ years working with Tier 1 software publishers and at least 3 years of account management with prior experience in IT software support
• Experience working in ticketing systems
• Excellent verbal and written communication skills
• Demonstrated ability to provide world-class customer service
• Demonstrated strong communication and proven ability to resolve complex issues in a timely manner
• Ability to act quickly on issues and develop solutions
• Demonstrated track record of achieving productivity goals
• Experience with Microsoft product terms and conditions
• Adobe experience is a plus
• Completion of Microsoft MCP (Licensing)

Benefits

Zones offers a comprehensive Benefits package. At Zones, we are committed to fostering an inclusive and diverse workplace where every team member is valued and supported. We offer life insurance, optional health insurance, and retirement benefits in line with Company policy. Employees also enjoy additional perks such as the Voluntary Pension Scheme, EOBI, complimentary meals, and access to our in-house gym.

Equal Opportunity

We take pride in being an equal opportunity employer and remain dedicated to maintaining a workplace free from discrimination of any kind. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.

Job timings: 8:00 PM to 5:00 AM (Pk time)

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