Cloud Desk Analyst

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.

Join our team of cloud experts and contribute to delivering innovative, scalable cloud solutions while enabling operational excellence across sales, partners, and customers.

Are you looking for a role where you can combine customer experience, business acumen, and technical expertise to influence Cloud IT strategy and operational success?

We are seeking a Cloud Desk Analyst I to support multi-cloud environments while acting as a key enabler across Channel Sales, Direct Sales, Sales Operations, and Microsoft SPLA programs.

This role provides guidance, execution support, and operational visibility across Microsoft (CSP, Azure, SPLA), AWS, and GCP ecosystems.

You will work within a collaborative Cloud Desk team supporting internal and external stakeholders to drive successful customer outcomes, operational efficiency, and revenue enablement across the business.

Nashville, TN; and Milwaukee, WI.

• Resolve Microsoft CSP and basic multi-cloud support cases with verified documentation
• Manage a case volume of 20+ cases per week with defined SLA expectations (response time, resolution targets)
• Provide structured updates and documentation for all customer and partner interactions

• Partner with Sales and Sales Operations teams to support pre-sales and post-sales customer engagements
• Assist in translating customer requirements into actionable technical and operational guidance
• Support onboarding readiness and deal execution in coordination with operations teams
• Contribute to pipeline activation and customer lifecycle support, helping convert onboarding into active revenue opportunities

• Provide foundational support for Microsoft SPLA onboarding, reporting, and customer guidance
• Support customer transitions involving SPLA (e.g., SPLA to CSP or hybrid scenarios) and associated operational readiness
• Help ensure accurate documentation, reporting alignment, and process adherence for SPLA-related activities

• Support Hyperscaler Platform personnel train internal and external stakeholders on Cloud platforms (e.g., Cloud-iQ) and service capabilities
• Support partner onboarding and enablement activities to ensure operational readiness and successful platform adoption
• Collaborate cross-functionally to ensure timely delivery of services and project execution

• Maintain accurate tracking of case activity, partner onboarding progress, and operational workloads
• Contribute to team-level reporting and dashboards (case volume, onboarding metrics, pipeline activity)
• Provide visibility into trends, blockers, and opportunities to Cloud Desk leadership
• Support continuous improvement through data-driven insights and documentation of best practices

• Develop and maintain process documentation, SOPs, and knowledge base articles
• Identify gaps and recommend improvements across Cloud Desk, Sales Ops, and partner workflows
• Promote consistency, scalability, and operational excellence across all supported programs

5% for potential occasional travel to visit customers or internal meetings.

What you offer

• 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.
• 1+ years of experience in IT business, technical support, or cloud operations
• 1+ years of experience supporting Sales and/or customers in customer-facing environments
• Familiarity with Microsoft cloud programs (CSP, Azure) and exposure to SPLA or licensing concepts preferred
• Understanding of multi-cloud ecosystems (AWS, GCP, Microsoft)
• Strong ability to read, write, and articulate technical and operational documentation
• Ability to work cross-functionally across Sales, Operations, and technical teams
• Excellent communication, presentation, and stakeholder management skills

• Experience with Microsoft licensing programs, including CSP and SPLA
• Exposure to Sales Operations processes (quoting, onboarding, contract flow, reporting)
• Bachelor’s degree or equivalent experience
• Relevant cloud or IT certifications

• You proactively seek new information and translate complex concepts into actionable insights
• You are passionate about enabling both customer success and internal sales execution
• You balance customer service excellence with operational discipline and accountability
• You thrive in structured environments that require cross-team coordination and clear ownership
• You understand how business outcomes, sales strategy, and technology decisions intersect

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.

• First Reply, Customer/Partner CSAT, Case documentation, and more

• Reports to: Sr. Manager, Cloud Desk
• Collaborates with: Sales, Partner Success Mgr, Partner Onboarding Specialist, Cloud Desk members
• Development model: Objective-based, Results Driven

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
• 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
• 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 $74K - $78K 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.