Senior Order Management Specialist

**Job Overview**:
Rapid7’s Order Management Team is responsible for processing orders and working closely with sellers to ensure that when a customer makes a purchase, business requirements have been met and the deal is transacted efficiently. To keep the proposal-to-cash process running smoothly for our customers and internal stakeholders, OM collaborates with teams upstream and downstream that handle quoting, license fulfillment, invoicing, and accounting

**About the Role**

As a Senior Order Management Specialist, you support Rapid7’s global Go-To-Customer teams by processing, approving, and fulfilling sales orders. You play a key role in troubleshooting issues that come up during the bookings process, ensuring that we deliver in a timely manner and with as little friction as possible.

In this role, you will:

- Utilise NetSuite (ERP+CRM), Salesforce (CRM), and Zendesk (ticketing) to administer processing of all types of Rapid7 sales orders, allowing for the successful completion of all downstream fulfilment, reporting, and renewal activities
- Review and approve sales orders received by the Rapid7 LLC / Rapid7 International Ltd sales organisations, acting as the control in ensuring that documentation meets all compliance, revenue recognition, and business requirements.
- Lead the effort to fulfil software subscription orders and troubleshoot provisioning issues when automated fulfilment fails
- Resolve customer-impacting operational, service, and fulfilment issues
- pre
- and post
- order approval
- by providing specific solutions to other departments including Sales, IT, Operations, Revenue Accounting, and Accounts Receivable
- Possess and share in-depth knowledge of the various everyday approaches to quoting, transacting, and fulfilling Rapid7’s product portfolio
- Proactively improve the customer experience by advising on non-standard sales quote structuring, diving into SKU structures, documentation needs, and the IT impact relating to different deal approaches
- Approve exception requests from Order Management team members; if needed, escalating to the appropriate team
- Review and assist with troubleshooting on all aging/unvalidated orders with the global Order Management team
- Oversee the transaction process to migrate customers from legacy perpetual license products to updated SaaS offerings
- Take a leading role in enabling the sales team on order requirements, and guide other OM team members on how to deliver trainings
- Serve as a resource to other teams by researching and troubleshooting complex licensing, order structure, and renewal opportunity issues
- engaging IT for system fixes as necessary
- Develop proactive analysis
- rooted in Zendesk, Salesforce, and NetSuite data
- that provides actionable insights for the business
- Oversee day-to-day OM activities in local office, including managing ticketing queues, allocating work among team members and identifying ways to manage volume more efficiently
- Mentor Order Management team members by providing guidance, coaching, and

encouragement transparently
- Work alongside OM Manager to evaluate, improve, and deliver training for all new hires in OM
- Create and maintain documentation that outlines new processes and policies, for SOX documentation and compliance testing purposes, and geared towards training on a global scale
- Lead projects within OM and with adjacent teams that drive efficiency and scalability
- Act as a Subject Matter Expert in terms of OM’s processes and interactions with internal systems, create User Stories with IT, help prioritise development work, and organise and participate in User Acceptance Testing
- Represent OM in meetings, serve as a backup to other OM team members, and work

flexibly to help OM, R7, and our customers achieve their goals

The skills you’ll bring include:

- 3+ years of experience in an order management or related operations role
- Experience in Salesforce and NetSuite preferred

meetings
- Excellent attention to detail
- Collaborative approach to problem-solving
- Ability to successfully balance a wide variety of daily tasks and adjust priorities while

working with teammates and stakeholders across the globe
- Tech savvy & excited to work in a fast-paced environment