Join Microsoft Operations and contribute to innovative solutions that shape how the world works. We offer dynamic global projects in a diverse environment focused on talent development and rewarding achievement. Our Enterprise Direct Services team provides centralized operations for Direct Enterprise Agreement customers, managing transactions across the customer lifecycle with a focus on efficiency, quality, and exceptional customer experience. We are seeking individuals with expertise in contracting, order management, billing, and supplier management to enhance our customer relationships.

Manage customer-facing licensing solutions as a subject matter expert in Volume Licensing. Provide direct, frontline transactional support to Microsoft Field sellers and customers, ensuring adherence to account plans and high-quality deliverables.

Key responsibilities include: - Overseeing deal and contract validation, ensuring accuracy in financial processes and compliant contract issuance. - Managing critical deal lists monthly and quarterly in alignment with sales stakeholders. - Executing billing processes to ensure accurate and compliant order/invoice approval for maximized cash flow. - Managing credit approvals and associated rebills, including orchestration of finance exceptions. - Tracking and communicating contract billing status, highlighting risks related to contractual requirements, PO coverage, customer sign-offs, and credit/payment status. - Serving as the primary point of contact for operational customer service inquiries, overseeing team operations, and monitoring KPIs. - Handling escalated customer issues and collaborating with other departments to ensure a positive customer experience. - Developing and implementing processes to streamline customer service operations and staying updated on industry best practices. - Generating reports on customer service metrics for leadership reviews. - Driving process consistency, accuracy, and simplification as a thought leader and trusted advisor for operational processes.

A minimum of 4 years of experience in contracting, order management, pipeline management, and billing execution, with a strong emphasis on financial accuracy, compliance, and risk management. Expertise is required in contract validation, pipeline management, credit approval, and billing management, complemented by capabilities in customer service, stakeholder engagement, process optimization, and operations excellence. Proficiency in data-driven decision-making, utilizing KPIs for performance monitoring, and acting as a trusted advisor to internal and external customers is essential. A Bachelor’s degree in business, Operations, Finance, or a related field, along with operations, program management, or process management work experience, or equivalent experience, is required.

This role operates on an evening shift (6:30 PM - 3:30 AM IST) and requires a minimum of 3 days per week in-office presence.

Preferred qualifications include 2+ years in customer service operations, managing escalations, improving service metrics, and implementing process improvements. Experience with similar industry Business Value deal constructions and Microsoft licensing concepts, including contracts, quotes, invoices, and reviewing complex proposals, agreements, and amendments, is also advantageous. Direct support experience for Microsoft Volume Licensing sales and support lifecycle is a plus.