Service Delivery
- Prepare Microsoft CSP vendor quotes from validated requests received through the intake queue, in accordance with the Quoting Policy.
- Validate product types, SKU eligibility, term and billing model, quantity, and pricing inputs to ensure accurately created quotes.
- Build and maintain standardized quoting templates within ConnectWise-Sell (CPQ) to improve accuracy and speed-to-quote.
- Flag non-standard requests, including custom terms, month-to-month structures, mid-term changes, or zero-dollar internal orders, for review rather than improvising a solution.
- Confirm a valid internal purchase order exists before placing any order or provisioning the tenant.
- Create and maintain the corresponding agreement and configuration records in the associated CRM systems.
- Verify provisioned products against the signed quote and the sales order before confirming activation.
Renewal Operations and Reporting
- Maintain a rolling 90-day forward-looking CSP renewal forecast with weekly completion, so Sales, Lifecycle, and Customer Success have consistent visibility into upcoming renewals and changes.
- Generate renewal tickets, environment data, and renewal reporting on the established milestone cadence (approximately 90 / 60 / 45 / 30 / 7 days).
- Produce renewal quotes to meet the 45-day delivery expectation, including multi-SKU and multi-line bundled renewals.
- Process approved renewals, validate the purchase orders, and align the resulting agreement records.
Systems and Billing Operations
- Ensure all required CSP subscription, agreement, and customer data in ConnectWise Manage is accurate, complete, and current.
- Maintain consistent records across ConnectWise Manage, Microsoft Partner Center, the distributor portal, and NetSuite.
- Identify and correct data-hygiene issues that create renewal or reporting errors.
- Produce recurring operational reports and dashboard inputs on the defined schedule.
Process Improvement
- Work consistently from documented SOPs, controls, checklists, and handoff definitions; escalate when a documented process no longer matches reality.
- Maintain and improve SOPs, runbooks, and validation rules.
- Identify repetitive, rules-based tasks that are candidates for automation, and support the build and testing of Power Platform automations or AI agents that reduce manual effort.
