• Serve as the internal subject matter expert on Microsoft licensing programs, SKUs, and terms • Guide sales team on appropriate licensing for customer scenarios, including complex or high-value deals • Advise clients on licensing options, optimization opportunities, and compliance alignment • Interpret Microsoft licensing terms, agreements, and program rules • Stay current on Microsoft program changes and communicate implications to internal teams • Provide guidance on licensing/product feature strategies that support CMMC and other regulatory cybersecurity requirements • Research and interpret Microsoft documentation (MS Learn, License Agreements, Modern Work comparison resources, partner portals) • Maintain and create internal licensing knowledge base and SOPs • Document common Q&A and build internal FAQ resources • Keep process documentation current as Microsoft programs evolve • Track recurring internal questions to identify training gaps and documentation needs • Contribute to process improvement initiatives • Process new license orders and renewals across multiple channels: CSP Commercial, GCC, GCC High (VLC), Azure Government, and Azure EA • Provision licenses through Microsoft Partner Center, including new customer tenants, Azure subscriptions, and license count adjustments • Coordinate license renewal dates, service cutoffs, and cancellation windows • Maintain monthly Microsoft license pricing downloads to support the sales team • Track Microsoft licensing program updates that affect product availability, pricing, or program participation • Communicate Microsoft policy changes and deadlines to internal teams • Ensure the accuracy of required Microsoft program forms • Maintain detailed records within ticket notes and emails • Suspend customer Azure Government subscriptions when required by management • Coordination and support on invoice generation and billing (with Billing & Accounting department) • Coordination and support on pricing strategy (with Sales) • Respond to client licensing inquiries • Respond to internal colleague licensing questions (sales, delivery, and finance related) • Send and confirm license activation communications to customers • Instruct and follow up with customers about their procurement obligations (accepting Microsoft agreements) • Resolve routine licensing requests such as license provisioning issues, access problems, and document re-sends • Escalate technical issues to internal engineering resources or open support tickets with Microsoft on customers' behalf • Monitor and manage the licensing ticket queue in Autotask PSA (chiefly inbound customer inquiries and license related support requests)