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

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The skills you’ll bring include:

• 3+ years of experience in an order management or related operations role

• Experience in Salesforce and NetSuite preferred

• Exceptional communication skills demonstrated through email, Slack, and internal

  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

​We know that the best ideas and solutions come from multi-dimensional teams. Teams reflecting a variety of backgrounds and professional experiences. If you are excited about this role and feel your experience can make an impact, please don’t be shy - apply today.