Job Description

Position Summary:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Job Responsibilities

·       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

·       Manages the coordination of cadence client meetings with CSS and account support team

·       Communicates with client and stakeholders to schedule business reviews, status calls, etc.

·       Aids 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

·       Works 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 the SAM team to deliver internal reporting on key lifecycle events

REQUIRED EXPERIENCE:

·       2 years working with Tier 1 software publishers

·       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 to issues and develop solutions

·       Demonstrated track record of achieving productivity goals

PREFERRED EXPERIENCE:

·             Experience with Microsoft product terms and conditions

·             Adobe experience a plus

·             Completion of Microsoft MCP (Licensing)

Required Skills