Microsoft CSP Operations Specialist
Job Summary
The CSP Operations Specialist is a customer-facing role responsible for orchestrating the end-to-end onboarding experience within SoftwareOne’s CSP business. This role ensures seamless execution from Request for Order (RFO) through activation and transition to Business-as-Usual (BAU) support by aligning sales intent, operational execution, and customer readiness. Acting as the central coordination point across Sales, Operations, and Support teams, this role ensures onboarding is delivered efficiently and accurately, enabling customers to transact, consume, and operate cloud services from day one. This role is designed to create single-threaded ownership of the CSP onboarding process, reducing fragmentation across teams and improving customer experience and time-to-revenue.
Role & Responsibilities
Owns the end-to-end CSP onboarding lifecycle from RFO submission through activation and BAU transition, with accountability for delivery, quality, and customer experience.
Drives cross-functional execution of CSP onboarding by coordinating Sales, Marketplace Platform, Support Activation, Billing and Finance, Customer Success, and Support Teams.
Onboarding Execution & Validation:
- Responsible for end-to-end execution of onboarding activities, including customer setup, order processing, provisioning, and activation.
- Validates commercial, technical, and operational prerequisites to ensure readiness for provisioning and billing.
- Leads the structured transition to BAU teams, ensuring customers are fully enabled with required access, support channels, and introduction to ongoing service stakeholders.
- Maintains clear visibility into onboarding progress by proactively tracking milestones, identifying risks early, and ensuring timely progression across all onboarding stages.
- Owes resolution of operational blockers by identifying root causes, coordinating cross-functional stakeholders, and driving issues to closure.
- Collaborates with Sales, Finance, and Billing teams to address customer concerns, including initiation of credit/rebill actions where required.
- Provides proactive communications and status updates internally and externally throughout onboarding while managing expectations regarding timelines, deliverables, and next steps.
- Exercises judgment in resolving ambiguous or conflicting onboarding requirements, ensuring decisions align with customer outcomes, SoftwareOne procedures, and operational integrity.
10% Travel Required.
Job Requirements
Core Competencies:
Customer-centric mindset
Operational discipline and process rigor
Strong communication and stakeholder alignment skills
Problem-solving and escalation management
Attention to detail and data accuracy
Critical thinking and systems mindset, ensuring actions align to intended business outcomes while proactively identifying and mitigating downstream operational or customer risks
Experience:
- 3-5 years of experience in cloud operations, order management, customer onboarding, or a related operational role
- Experience working in cross-functional environments requiring coordination across sales, operations, and technical teams
- Understanding of the Microsoft CSP lifecycle (licensing, provisioning, subscriptions)
- Experience working within CRM, ticketing, or marketplace platforms
- Collaborative, growth-oriented mindset with openness to coaching, feedback, and skill development
- Demonstrated experience using AI in a practical, applied way — such as improving workflows, automating tasks, enabling better decision-making, or increasing impact in prior roles
Success Criteria
Onboarding cycle time (RFO → activation)
“First-time-right” execution (% of onboardings completed without rework or correction)
High Customer Satisfaction (NPS/CSAT)
Reduction in onboarding escalations or delays
Adherence to onboarding SLAs across key milestones
Organizational Alignment
What we offer
Generous pay with bonus structure (quarterly or bi-annual depending on the role)
Independent environment without a lot of red tape where you are empowered to make decisions
Substantial benefits package that includes:
Full suite of medical coverage with A+ carriers, Dental, and Vision with strong employer contributions plus additional voluntary coverage available for Pets, Identity Theft Protection, Accident & Critical Illness
401k program with employer matching
Wellness plan that includes credits to premiums and employer contributions towards the savings plan of your choice
EAP and concierge services plus pre-paid legal at no cost
Absenteeism policy that includes paid holidays, floating holidays, your birthday off, a volunteer day, and discretionary time off (DTO)
Employee stock purchase plan
Learning and development opportunities galore, tuition reimbursement, and much more!
Specific to Nashville and Milwaukee-based office employees:
company-paid parking
Winning culture, inclusive environment, and friendly people all over the world
A remote-friendly organization, with colleagues working remotely either part or full-time
Target compensation for this role will be $75K - 90K USD (mix of base salary and bonus).
Company Description
SoftwareOne and Crayon have come together to form a global, AI-powered software and cloud solutions provider with a bold vision for the future. With a footprint in over 70 countries and a diverse team of 13,000+ professionals, we offer unparalleled opportunities for talent to grow, make an impact, and shape the future of technology. At the heart of our business is our people. We empower our teams to work across borders, innovate fearlessly, and continuously develop their skills through world-class learning and development programs. Whether you're passionate about cloud, software, data, AI, or building meaningful client relationships, you'll find a place to thrive here. Join us and be part of a purpose-driven culture where your ideas matter, your growth is supported, and your career can go global.