Licensing Advisor Manager

Zones LLC, a leading global IT solutions provider with over 35 years of experience, is seeking a Licensing Advisor Manager to join their team in Islamabad, Pakistan. This role involves leading and developing a team of Licensing Advisors who assist clients in understanding, acquiring, optimizing, renewing, and expanding software and cloud licensing solutions. The manager will align team efforts with business goals, enhance customer relationships, and collaborate across multiple departments to support growth and deliver exceptional licensing support. This position requires a combination of leadership, licensing expertise, operational management, and continuous improvement to ensure high-quality service and customer satisfaction.

Key Responsibilities
- Provide daily leadership, coaching, workload management, and escalation support for Licensing Advisors and related resources.
- Establish clear expectations, promote accountability, and foster a team culture focused on customer outcomes, quality, collaboration, and business results.
- Manage team pipeline, case queues, service levels, performance metrics, and portfolio activities; identify risks and implement follow-up actions.
- Guide the team on Microsoft and other Tier 1 software publisher licensing programs, including product terms, entitlements, renewals, lifecycle management, cloud transitions, and commercial options.
- Serve as an escalation point for complex licensing inquiries, coordinating with publishers, partners, operations, sales, and technical teams as needed.
- Lead consultative engagements with clients and sellers to identify licensing needs, clarify options, and support new sales, renewals, adoption, and expansion efforts.
- Develop and execute strategies to grow existing client relationships and acquire new customers.
- Build and maintain productive relationships with customers, partners, and internal stakeholders, including executives, to communicate licensing lifecycle and software asset management capabilities.
- Contribute to proposals, presentations, and targeted customer meetings supporting software and cloud business development.
- Oversee the team’s portfolio to meet assigned revenue, profit, pipeline, and service objectives.
- Enhance operational visibility by refining dashboards, reporting, escalation monitoring, and service-level tracking within approved business systems.
- Collaborate with process owners to improve licensing workflows, case routing, knowledge content, and inter-team handoffs.
- Maintain and update playbooks, job aids, knowledge articles, and team guidance, ensuring timely communication of changes in publisher programs and internal processes.
- Plan and deliver onboarding, coaching, and readiness activities for new and existing team members.
- Evaluate new product and campaign opportunities, preparing the team with relevant talking points and process guidance.
- Use data-driven insights to recommend improvements, support business reviews, and ensure consistent execution.

Required Qualifications
- Bachelor’s degree in business, information technology, or a related field, or equivalent experience.
- Minimum of five years’ experience in software, cloud, licensing, sales, consulting, or operations, including at least one year in a supervisory or leadership role.
- Proven experience with software and cloud licensing sales, advisory, renewals, lifecycle management, or operational support.
- Experience leading customer-facing or seller-support teams in a target-driven environment.
- Strong understanding of software and cloud licensing concepts, commercial programs, product terms, entitlements, and renewals.
- Excellent communication, coaching, stakeholder management, problem-solving, and conflict-resolution skills.
- Ability to manage priorities, service levels, escalations, and cross-functional dependencies independently.
- Proficiency in Excel, dashboards, reporting, and case or pipeline management tools.
- Strong analytical skills, attention to detail, and sound judgment.

Preferred Qualifications and Benefits
- Working knowledge of Microsoft product terms, licensing programs, cloud offers, and commercial agreements.
- Familiarity with other Tier 1 software publishers; Adobe licensing experience is advantageous.
- Experience with Zones’ internal systems such as CRM, case management, reporting, and knowledge platforms.
- Relevant Microsoft licensing, cloud, or software asset management certifications.
- Zones offers a comprehensive benefits package including life insurance, optional health insurance, EOBI, a voluntary pension scheme, complimentary meals, and access to an in-house gym.
- The company is committed to diversity, inclusion, and equal opportunity employment, fostering a supportive and ethical workplace.
- Job timings are from 8 PM to 5 AM Pakistan Time.

This role demands independent judgment, ethical leadership, proactive communication, and a customer-focused mindset to drive success within a dynamic IT environment.