Cloud Services Administrator

About AppDirect

Become a digital, global citizen and enable the new generation of digital entrepreneurs around the world. AppDirect offers a subscription commerce platform to sell any product, through any channel, on any device - as a service. We power millions of subscriptions worldwide for organizations. We do this by our values-driven culture—one that enables you to Be Seen, Be Yourself, and Do Your Best Work.

About You

The Cloud Services Administrator is a critical, customer-impacting role responsible for managing the post-sale lifecycle of our clients' cloud and software subscriptions. You will act as the operational backbone for service continuity, ensuring all account modifications, suspensions, and cancellations are executed with absolute accuracy and strict adherence to service level agreements (SLAs). You are detail-obsessed, highly organized, and an exceptional cross-functional communicator.

What you’ll do and how you’ll have an impact

• Execute customer-initiated account modifications, including license additions, seat subtractions, service suspensions, and complete account terminations (cancellations).

• Own and manage a high-volume queue of ticket-based service requests, ensuring timely resolution and professional communication.

• Maintain strict adherence to all departmental SLAs, prioritizing accuracy over speed to minimize customer disruption and potential financial penalties.

• Serve as the primary operational liaison, working closely with Sales to align subscription changes with contract terms, Technical Support to resolve service disruption issues, and Finance for billing and reconciliation needs.

• Ensure all account activities comply with vendor licensing policies and internal financial controls.

• Proactively communicate complex process requirements and status updates to internal and external stakeholders.

• Apply a "Why am I doing this way?" mindset to analyze existing processes, identifying bottlenecks and areas for process automation and efficiency improvement.

• Contribute to the documentation and refinement of Cloud Services Administration best practices to elevate team quality standards.

• Take ownership of complex or ambiguous support requests, utilizing strong problem-solving skills to navigate system and vendor constraints.

What we’re looking for

• 4 years of experience in a high-volume operational role, preferably in software licensing, IT services, or cloud administration.

• Proven ability to manage and prioritize multiple concurrent tasks under pressure while maintaining a high degree of accuracy.

• Demonstrated experience working with CRM (e.g., Salesforce) and ticket management systems (e.g., Zendesk, ServiceNow).

• Exceptional written and verbal communication skills; ability to translate technical or billing requirements clearly to non-technical audiences.

• Strong analytical mindset with a non-negotiable focus on detail and data integrity.

• Familiarity with the subscription models and administrative portals of major cloud providers (e.g., Microsoft, Google, AWS).

• Experience operating within a strict Service Level Agreement (SLA) environment.

• Basic understanding of fundamental accounting principles related to pro-ration, billing, and subscription cycles.

AppDirect is the only end-to-end commerce platform for selling, distributing, and managing cloud-based products and services to succeed in the digital economy. The AppDirect ecosystem connects channels, developers, and customers through its platform to simplify the digital supply chain by enabling the onboarding and sale of products with third-party services, for any channel, on any device, with support. Powering millions of cloud subscriptions worldwide, AppDirect helps organizations, including Jaguar Land Rover, Comcast, ADP, and Deutsche Telekom connect their customers to the solutions they need to reach their full potential in the digital economy.

We believe that the unique contributions of all AppDirectors is the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status.

At AppDirect we take privacy very seriously. For more information about our use and handling of personal data from job applicants, please read our Candidate Privacy Policy. For more information of our general privacy practices, please see AppDirect Privacy Notice: link: https://www.appdirect.com/about/privacy-notice