Lead Fulfilment Analyst, License Management

JOB TITLE: Lead Fulfilment Analyst, License Management GENERAL JOB SUMMARY The role involves managing licensing for Aptean and third-party products, coordinating with various teams and vendors, and mentoring junior staff. The Lead Fulfilment Analyst is an individual contributor (IC) role responsible for executing and managing end-to-end fulfilment transactions on a daily basis, while also acting as a subject matter expert within the fulfilment function. The role combines hands-on operational expertise with analytical skills to ensure accurate and timely processing of licence requests, renewals, and cancellations. This includes monitoring and reporting on key performance indicators (KPIs) such as licence revenue, customer satisfaction, and process efficiency. The successful candidate will be able to work independently and collaboratively within a fast-paced environment, prioritizing tasks effectively to meet deadlines and deliver high-quality results. KEY RESPONSIBILITIES: • Manage the end-to-end lifecycle of licence requests, renewals, and cancellations, ensuring timely and accurate processing. • Coordinate with various teams and vendors to resolve any issues or discrepancies that may arise during the licence management process. • Provide guidance and mentorship to junior staff members, sharing knowledge and best practices to improve overall team performance. • Analyze and interpret data to identify trends and areas for improvement, making recommendations to optimize licence management processes. • Develop and maintain strong relationships with internal stakeholders, including sales, marketing, and customer service teams, to ensure seamless communication and collaboration. • Stay up-to-date with industry developments and regulatory changes affecting licence management, applying this knowledge to continuously improve processes and procedures. • Collaborate with the business intelligence team to develop and maintain reports and dashboards that provide insights into licence performance and trends. • Participate in continuous improvement initiatives to streamline processes, reduce costs, and enhance customer satisfaction. • Ensure compliance with company policies, procedures, and regulatory requirements related to licence management. • Develop and maintain a deep understanding of the Aptean product suite and third-party products, staying current with new features, updates, and releases. • Provide exceptional customer service by responding promptly to customer inquiries, resolving issues efficiently, and providing accurate information about licence status and processing timelines. • Work closely with the sales team to ensure that licence requests are accurately processed and that customers receive timely and effective support. • Develop and maintain a comprehensive understanding of the company's products, services, and business operations to effectively manage licence requests and provide expert-level support. • Participate in training and development programs to stay current with industry trends, best practices, and new technologies affecting licence management. • Collaborate with other departments to identify opportunities for process improvements and implement changes that drive business results. • Develop and maintain a strong understanding of the company's policies, procedures, and regulatory requirements related to licence management, ensuring compliance and minimizing risk. • Provide expert-level support to customers, responding promptly to inquiries, resolving issues efficiently, and providing accurate information about licence status and processing timelines. • Collaborate with other teams to identify opportunities for process improvements and implement changes that drive business results. • Develop and maintain a comprehensive understanding of the company's products, services, and business operations to effectively manage licence requests and provide expert-level support.