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.
SoftwareOne is an AI‑forward company. We actively use AI across our business to improve productivity, decision‑making, and outcomes - and we are intentional about hiring people who are curious, hands-on, actively apply AI, and lead by example as technology continues to evolve.
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.
- Oversees licensing provisioning, subscription transfers/activation, and support enablement (e.g., GDAP roles).
- 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.
- Owns resolution of operational blockers by identifying root causes, coordinating cross-functional stakeholders, and driving issues to closure.
- Coordinates resolution of invoicing-related issues, working 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.
- Provides operational continuity throughout the CSP lifecycle, including support for additional orders, renewals execution, and offboarding coordination.
- Exercises judgment in resolving ambiguous or conflicting onboarding requirements, ensuring decisions align with customer outcomes, SoftwareOne procedures, and operational integrity.
- 10% Travel Required.
What you offer
- The following 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
- 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
- Experience in cloud operations, order management, or customer onboarding
- Understanding of the Microsoft CSP lifecycle (licensing, provisioning, subscriptions)
- Ability to manage multiple onboarding workflows in parallel
- 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. This does not require deep technical or engineering expertise in AI; we value applied use, experimenting, and a mindset of curiosity and continuous learning.
The preceding job profile has been designed to indicate the general nature and level of work performed by associates within this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required. Additional duties may be assigned and may be subject to change at any time due to reasonable accommodation or other reasons.
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
- Reports to: Director, CSP Strategy and Business Operations (NORAM)
- Collaborates with: Sales and Pre-Sales resources, Marketplace Support Specialists, Customer Success team members, CSP Product Owners, and Managed Services Leadership
- Development model: Receives ongoing coaching and mentorship from Managed Services Leadership
- Does not own long-term customer relationship management (owned by Sales and Customer success teams)
- Does not provide ongoing technical support (managed by BAU support teams)
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 50% up to the first 10% of employee’s contributions
- Wellness plan that includes credits to premiums and employer contributions towards the savings plan of your choice
- Access to EAP and concierge services plus pre-paid legal at no cost
- Abundant time off 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). Actual offers may be higher or lower than this range and will be determined based on a variety of factors, including (but not limited to) candidates’ qualifications, experience, education, and work location.
We are not able to consider candidates residing in the state of Hawaii currently.
Pay: $75,000.00 - $90,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Employee assistance program
- Health insurance
- Life insurance
- Paid time off
- Retirement plan
- Tuition reimbursement
Experience:
- Microsoft CSP : 2 years (Required)
Work Location: Remote
