Remote Senior Order Management Specialist
at Red Canary

Summary

Join our Go To Market Operations team as an Senior Order Management Specialist to ensure accurate and on-time order processing, data quality, and process consistency. This role is integral to defining the function and excellence in Order Management for the team.

Requirements

• 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
• 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

Responsibilities

• 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