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About the Role

The Microsoft Inside Account Manager (IAM) is responsible for the day-to-day operational management of Microsoft customer accounts. This role executes tactical customer requests, manages quoting and ordering, coordinates contract and licensing transactions, and ensures a seamless customer experience. The IAM supports customer retention and satisfaction by providing responsive operational support, enabling Licensing Strategists to focus on strategic guidance and growth initiatives.

Responsibilities

Serve as the operational extension of the Licensing Strategist, supporting the day-to-day management of Microsoft customer accounts.
Act as the primary resource for tactical Microsoft customer requests, including licensing, quoting, ordering, and administrative activities.
Prepare, validate, and deliver Microsoft quotes across CSP, EA, MPSA, and other Microsoft licensing programs.
Coordinate Microsoft order placement, contract processing, entitlement submissions, and fulfillment activities to ensure timely and accurate execution.
Manage customer requests related to license additions, reductions, transfers, true-ups, subscription changes, and other transactional activities.
Validate pricing, agreement eligibility, licensing requirements, and supporting documentation prior to quote and order submission.
Partner with Licensing Strategists to execute customer financial events and agreement lifecycle activities.
Drive operational excellence by improving process efficiency, reducing turnaround times, and delivering a high-quality customer experience.
Develop and maintain strong working relationships with customers, Licensing Strategists, Customer Success Managers, and Microsoft stakeholders to support customer retention and long-term success.

Requirements

Bachelor’s degree or equivalent relevant work experience required.
Experience providing Microsoft Volume Licensing sales support.
Earn and maintain relevant Microsoft certifications and badges.
Ability to travel to SHI, partner, and customer events as needed.

Skills

Strong analytical thinking skills with the ability to synthesize complex licensing, financial, and contractual data, identify patterns and risks, and translate insights into actionable recommendations.
Ability to operate with a consultative mindset, providing customer-focused guidance aligned with agreement terms, business objectives, and financial considerations.
Exceptional attention to detail and accuracy when validating pricing, entitlements, licensing requirements, contracts, and supporting documentation.
Excellent written and verbal communication skills, including the ability to clearly explain complex licensing concepts to customers, stakeholders, sales teams, and executives.
Strong sense of ownership and initiative, with the ability to proactively identify customer needs, licensing risks, and upcoming financial events.
Customer advocacy skills with a focus on balancing compliance, cost optimization, and long-term customer value.
Effective time management and prioritization skills, with the ability to manage multiple concurrent customer requests, financial events, and deadlines.
Adaptability and learning agility to stay current with evolving Microsoft licensing programs, policies, and customer requirements.
Ability to collaborate effectively across sales, customer success, operations, and Microsoft stakeholder teams.
Strong governance, documentation, and organizational skills to ensure auditability, consistency, and customer confidence.
Proficiency with Microsoft applications, including Word, Excel, PowerPoint, Outlook, Dynamics, and Copilot, to support productivity and operational effectiveness.
In-depth understanding of Microsoft’s business model, architectural frameworks, and technology solutions.
Expertise in Microsoft volume licensing agreements and operational processes, including compliance, optimization, and lifecycle management.
Ability to provide knowledgeable guidance on Microsoft products, services, and licensing programs.
Understanding of the unique requirements, regulations, and operational environments of State and Local Government and/or Education customers.
Experience working in cross-functional environments with shared ownership across sales, services, technical, and partner teams.

Experience Level

Minimum of 1 year of experience in an Account Management, Sales, or related customer-facing role.

Education Level

Bachelor’s degree or equivalent relevant work experience

Salary/Compensations

$55,000 - $85,000

Benefits

Health, wellness, and financial benefits
medical, vision, dental, 401K, and flexible spending

About the Company

Since 1989, SHI International Corp. has helped organizations change the world through technology.
We’ve grown every year since, and today we’re proud to be a $16 billion global provider of IT solutions and services.
Over 17,000 organizations worldwide rely on SHI’s concierge approach to help them solve what’s next.
Our commitment to diversity, as the largest minority- and woman-owned enterprise in the U.S.
Continuous professional growth and leadership opportunities.
World-class facilities and the technology you need to thrive – in our offices or yours.

Equal Opportunity

Equal Employment Opportunity – M/F/Disability/Protected Veteran Status