Senior Licensing Advisor

Zones is a Global Solution Provider of end-to-end IT solutions with an unmatched supply chain. 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 partners with Microsoft, Apple, Cisco, Lenovo, Adobe, and more to build digital infrastructures that change the way business does business. Zones can provide whatever clients need. Follow Zones on Twitter @Zones and LinkedIn and Facebook.

The ideal candidate will be a passionate advocate for Zones clients and understand what it means to be intensely client focused. This role will ensure that Zones clients are happy, engaged, and receiving maximum operational support each day. As a member of one of Zones most client-facing organizations, this individual possesses intellectual curiosity, creativity, strong problem-solving skills, excellent communication skills, and an ability to influence business and technical leaders across multiple stakeholder groups.

The Senior Licensing Advisor will report directly to the Licensing Advisor Manager and is responsible for proactive direct client communication regarding software lifecycle maintenance, subscription renewals, and understanding the maintenance of software licenses of 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 as well as heavy client-facing interaction through omni channel support.

• Own and manage the proactive client engagement for licensing maintenance and subscription renewals; Act as the primary point of contact for licensing escalations for assigned region
• Manage the coordination of 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
• 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
• Ownership of all customer licensing, internal and external parties and existing client questions
• Proactively manage "red flag alerts" - 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 achieved
• Work closely with SAM team to deliver internal reporting on key lifecycle events

• 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 a plus
• Completion of Microsoft MCP (Licensing)

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.

We take pride in being an equal opportunity employer and remain dedicated to maintaining a workplace free from discrimination of any kind. If you are passionate about driving innovation in IT, sales, engineering, or operations, Zones provides a dynamic and collaborative environment to help you grow your career.

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)