Inside Account Manager - Microsoft

About Us

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. But the heartbeat of SHI is our employees – all 7,000 of them. If you join our team, you’ll enjoy:

• Our commitment to diversity, as the largest minority- and woman-owned enterprise in the U.S.
• Continuous professional growth and leadership opportunities.
• Health, wellness, and financial benefits to offer peace of mind to you and your family.
• World-class facilities and the technology you need to thrive – in our offices or yours.

Job Summary

The Microsoft Inside Account Manager (IAM) is responsible for the day-to-day operational management of Microsoft customer accounts. Acting as an extension of the Licensing Strategist, the IAM focuses on executing tactical customer requests, managing quoting and ordering activities, coordinating contract and licensing transactions, and ensuring a seamless customer experience throughout the Microsoft customer lifecycle.

The IAM plays a critical role in supporting customer retention and satisfaction by providing responsive operational support while enabling Licensing Strategists to focus on strategic licensing guidance, financial event management, and customer growth initiatives. This role serves as the primary coordinator for Microsoft transactional activities, ensuring customer requests are handled accurately, efficiently, and in compliance with Microsoft licensing and operational requirements.

Role Description

• 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.

Behaviors and Competencies

• Communication: Can communicate simple ideas and information clearly.
• Follow-Up: Can demonstrate a willingness to follow up on tasks and responsibilities when reminded or prompted.
• Time Management: Can understand the importance of time management and strives to prioritize tasks to meet deadlines.
• Detail-Oriented: Can demonstrate an ability to follow instructions and complete tasks as assigned.
• Organization: Can maintain a clean and organized workspace and follow simple organizational systems when assigned.
• Problem-Solving: Can demonstrate a willingness to address and resolve problems when they arise.
• Critical Thinking: Can understand and identify the strengths and weaknesses of an argument.
• Adaptability: Can demonstrate a willingness to accept feedback and adjust to new tasks or changes in the workplace.
• Teamwork: Can understand the importance of teamwork and is developing the ability to contribute effectively to team efforts.

Skill Level Requirements

• 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.

Other 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.
• Minimum of 1 year of experience in an Account Management, Sales, or related customer-facing role.
• Ability to travel to SHI, partner, and customer events as needed.

The estimated annual pay range for this position is $55,000 - $85,000 which includes a base salary and bonus. The compensation for this position is dependent on job-related knowledge, skills, experience, and market location and, therefore, will vary from individual to individual. Benefits may include, but are not limited to, medical, vision, dental, 401K, and flexible spending.

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