Senior Order Management Specialist
Salary undisclosed
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Challenges You Will Solve We are looking for a detail-oriented and data-driven individual to join our Go To Market Operations team as an Senior Order Management Specialist. You will work cross functionally with ease to ensure accurate and on-time order processing. Your role is integral to ensuring ultimate data quality, a consistent process through each company transaction, and serve as a connection point between various teams, tools, processes, and data. As this is the first fully dedicated Order Management position at Red Canary, we are looking for someone with a depth of experience at a fast moving, well run SaaS businesses, who is looking to define the function and excellence in Order Management for the team. The Senior Order Management Specialist role reports to the Senior Manager, Sales Operations and works closely with our GTM Ops, Sales, Finance, Legal, Accounting, and Customer Success teams. Through your attention to detail, process oriented approach and drive to make things work efficiently, you will help accomplish Red Canary’s goal to become the cornerstone security operations partner to enterprise and sophisticated teams. What You'll Do
- Audit, verify, and approve all signed orders in a timely fashion. Manage the closed won process in Salesforce.com, to ensure the right information flows to the right systems. Manually adjust information across systems relating to our booking process as needed
- Reject orders not yet ready for Closed Won as needed. Partner with various teams on rejections (Sales, GTM Ops, Finance) to communicate the issues promptly and reach resolution
- Manage a queue of requests - both those generated automatically by the system and manually by team members needing support while meeting SLAs with accuracy.
- Partner with GTM Ops, Business Information Systems (BIS), and others to ensure necessary data and structure exists on Opportunities, Accounts, and Cases. Use Salesforce.com and these objects to manage your workload, run accurate reporting, and accurately trigger cases to enter the queue
- Update, create, and maintain Order Management process documentation. Define the checks, steps, and overall process in granular detail. Cross train members of the Deal Desk team in your process for support and backup
- Flex to support Deal Desk colleagues in busy periods. Work closely with Deal Desk to ensure that information is captured accurately and in the correct format upstream to enable more scale and automation in your work
- Partner with Accounting and Legal to ensure data flows accurately, completely, and timely into their systems.
- Manage and document exceptions and edge cases via proper management and documentation of data. Document all custom calculations and data management for ease of audit and future reference
- Manage the flow and input of information into other tools and systems, including our customer portal
- Audit key information and data on a cadence. Ensure automation is firing correctly and calculations are performing accurately and proactively communicate cross functionally to resolve system issues.
- Monitor the status of orders and ensure timely fulfillment, communicating any delays or issues with customers and internal teams
- Maintain accurate records of orders, communications, and any changes made to order details
- Work closely with Accounting, Finance, and Legal teams to ensure all aspects of the order cycle are running smoothly and within company policies
- Identify opportunities to improve order management processes, scale order management work, and enhance customer satisfaction
- 4 + years of Order Management or equivalent revenue/sales operations experience
- 2+ years working in a high growth SaaS business
- Experience with Salesforce.com, Google Workspace, and ticketing systems (Salesforce Cases, Jira, etc)
- Dashboarding, reporting, and auditing of your cases and queues within Salesforce.com
- Experience with standard and complex Salesforce Configure Price Quote (CPQ) configurations and custom pricing, specifically amendments
- Experience partnering with Accounting, Finance, Legal, and Deal Desk to to make sure all requirements are met
- An active voice: advocate for changes to process, technology, and data to create more efficiency, more scale, and better outcomes and the ability to clearly communicate across multiple platforms
- A process oriented and detail oriented approach to your work
- Consistency in everything you do
- Ability to balance heavy request loads with varying complexity
- Strong attention to detail and dedication to process improvement
- Support and flexibility within a growing sales environment
- High level understanding of how quotes translate to revenue
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