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Who We Are:
TrustedTech is a leading Microsoft Cloud Solution Provider (CSP) specializing in Microsoft Cloud services, Microsoft perpetual licensing, and Microsoft Support Services for medium and enterprise-sized businesses. Our robust team of in-house, global Microsoft architects and engineers are certified in all 6/6 Microsoft Solutions Partner Designations in the Microsoft Cloud Partner Program.
Prioritizing a people-centric mission, TrustedTech has transformed the Microsoft software licensing experience, giving IT professionals complete confidence in the success of their Microsoft investment.
TrustedTech is the fastest-growing Microsoft Partner globally, with a presence in the UK and Europe for just over four years. Our continued success is built on relentless customer focus, innovation, and a world-class team. You’ll be joining a high-energy, high-impact organisation with the opportunity to make the role your own and directly influence our growth across the region.
Overview:
The Account Specialist is a key member of the Account Services team, accountable for the end-to-end management, optimisation, and governance of client cloud subscriptions and financial health. This role serves as the escalation point for complex billing, licensing, and subscription challenges, ensuring accuracy, compliance, and high levels of customer satisfaction.
This position requires a high-impact professional with a background in SaaS Customer Success who can navigate the complexities of software licensing and subscription billing. While you will ultimately orchestrate administrative lifecycle events in the Microsoft 365 Admin Center, we are looking for a candidate with the professional acumen to provide a solution-oriented approach to customer advocacy and dispute resolution.
Responsibilities:
Subscription Billing, Financial Ownership & Escalations:
- Own and resolve high-complexity billing and subscription issues, conduct advanced root-cause analysis and driving resolution across systems and stakeholders.
- Act as the senior escalation point for financial disputes, ensuring outcomes balance customer satisfaction with business integrity.
- Provide strategic oversight of subscription accuracy, revenue protection, and billing lifecycle management.
- Partner with Account Management and Finance to define and execute long-term subscription and billing strategies.
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Licensing Strategy & Cloud Administration:
- Serve as a Subject Matter Expert on software licensing models, advising both clients and internal teams on optimal subscription structures and cost optimisation.
- Overseeing complex onboarding, renewals, adds, moves, and Changes, ensuring governance, compliance, and accuracy across tenant environments.
- Manage and drive vendor escalations (e.g., Microsoft), ensuring accountability, timely resolution, and clear stakeholder communication.
- Support and guide junior team members on licensing decisions and cloud administration best practices.
Operational Excellence:
- Drive operational excellence by identifying inefficiencies, standardising workflows, and implementing scalable process improvements.
- Maintain high-quality CRM data standards and enforce best practices for case management and documentation.
- Lead on high-priority or ambiguous scenarios, coordinating across technical, commercial, and operational teams.
- Provide insights and recommendations to leadership based on trends in billing, support cases, and customer behavior.
- Own and continuously improve internal tools and workflows (e.g., lookup tools, Chargebee catalog, plan management), ensuring scalability and accuracy.
- Lead data integrity initiatives, including large-scale subscription clean-up, billing validation, and service alignment activities.
- Act as a key contributor to renewals operations, providing oversight on co-terming strategies, data validation, and ownership governance.
- Represent Account Services in cross-functional governance forums, influencing process, tooling, and policy decisions.
- Support onboarding and customer lifecycle processes, ensuring operational readiness and data accuracy.
- Contribute to reporting, dashboards, and KPI tracking, driving visibility and performance improvements.
- Manage complex, non-standard, and legacy scenarios requiring cross-team coordination and custom solutions.
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Required Skills & Qualifications (must-haves):
- 1+ years of experience in a high-volume, professional customer-facing role within the SaaS or software development realm (VAR/CSP/MSP realm is highly preferred).
- Experience in orchestrating the client lifecycle through CRM and subscription management platforms (e.g., Salesforce, Service Cloud, Charge bee).
- High-level attention to detail and sophisticated time management skills, essential for managing multi-client portfolios and meticulous financial records.
- GCSE’s/High school diploma required; bachelor’s degree in a related field is preferred.
Preferred Skills & Qualifications (nice-to-haves):
- A foundational understanding of complex software licensing structures and entitlement models.
- Proven experience navigating and resolving subscription billing-related inquiries and financial discrepancies.
- Hands-on experience with the Microsoft 365 Admin Centre portal, specifically license assignments and tenant administration.
- Industry-relevant Microsoft certifications, such as MS-900 (Microsoft 365 Fundamentals) or AZ-900 (Azure Fundamentals).
- Advanced emotional intelligence with the ability to explain complex financial topics to non-technical audiences and apply process-driven thinking to ambiguous scenarios.
Environment/Location:
- Type: Hybrid Role (3 days onsite, 2 days WFH)
- Hours: 8:30 am to 5:30 pm
- Location: 3 New St Square, London EC4A 3BF
Benefits:
- Above Market Salary
- Comprehensive Private Health Insurance
- Extra 4 Days of Annual Leave After 1 Year
- Pension Scheme
- Monthly Company Events
- Monthly Team Lunches
- Ongoing training, certification support, and career development opportunities in a rapidly growing Microsoft Partner environment.
TrustedTech is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, age, national origin, veteran status, disability, sexual orientation/gender identity, or any other characteristic protected by applicable law.
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