Senior Order Management Specialist

US - FL - Tampa


US - FL - Tampa, US - MA - Boston


Accounting & Finance

Rapid7 (NASDAQ:RPD) is a team of highly motivated individuals dedicated to making the world a safer place through innovative cybersecurity solutions. With over 9000 customers (including half of the Fortune 100) across 120 countries, Rapid7 aims to give Security, IT, and Development teams the tools needed to dramatically improve their security operations. Consistently named one of the best places to work by the Boston Business Journal and The Boston Globe, Rapid7 views its people as its most important asset and invests heavily in employee career development and company culture.

 The following are responsibilities of all Order Management Specialists:        

  • Utilizing NetSuite (ERP+CRM), Salesforce (CRM), and Zendesk (ticketing), administer processing of various types of sales orders, capturing all sales contract data in a timely manner, consistent with all compliance requirements, and allowing for the successful completion of all downstream fulfillment, reporting, and renewal activities

  • Work closely with the different sales groups to ensure that all transactional contracts are complete, accurate, and meet all internal booking requirements required by professional audit agencies

  • Review, approve, and/or reject quotes with a high attention to detail regarding knowledge of SKUs and language that is customer centric, while also preserving Rapid7's future ARR

  • Assist with the Revenue Accounting team to reconcile any post-approval inaccuracies and correct processing issues related to revenue

  • Collaborate cross-functionally with R7 Legal, IT, Commissions, Revenue Accounting, Accounts Receivable, Sales Operations, etc.,  adding value to the order submission process to increase impact and proactively remove any issue that could delay a sale

  • Advise members of each sales organization on the specific corporate guidelines that are required for various order submissions

  • Triage, troubleshoot, and provide direction to cross-functional business units that are related to inquiries and issues directly affecting the customer

  • Liaise with revenue and legal teams by providing input on deal structures and executing creation of the resulting sales quotes

  • Assist with driving operational scalability through automation, standardizing and simplifying business processes for the global order management team 

  • Team with colleagues in Order Management, Revenue Accounting and Operations, Legal, and Sales to build complex and customized quotes that deliver customers an excellent procurement experience, the ability to succeed in implementing Rapid7's products and services, and the opportunity for future growth with Rapid7

  • Participate in cross-functional projects, providing direction on how Rapid7 systems function and communicating potential benefits with respect to the company's efficiency and scalability goals

  • Assist in the testing and implementation of new SKUs that will expand Rapid7's ever growing footprint in the cybersecurity industry

  • Assist in developing and delivering enablement trainings for the different sales organizations, monthly 

  • Assist Senior OMS and OM Manager with onboarding and training of all new hires in Order Management

  • May serve as team lead by allocating work and identifying ways to manage volume in a more efficient manner

  • Serve as a resource to stakeholders, developing trust and reducing friction in the sales and booking process

  • Utilize knowledge of Order Management processes and systems to cover responsibilities outside of the typical day-to-day when business needs arise

The Senior Order Management Specialist is focused on the following responsibilities:

  • Review and approve sales orders received by the Rapid7 LLC / Rapid7 International Ltd sales organizations, including following up on necessary documentation to ensure all compliance, revenue recognition, and business needs are met

  • Resolve order-related and operational customer issues by providing specific solutions to other departments, including Sales, IT, Operations, Revenue Accounting, and Accounts Receivable

  • Review and approve exception situations relating to the ordering process, escalating to the appropriate team when when necessary

  • Be an expert when it comes to the various everyday approaches to quoting and transacting Rapid7's ever- growing 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

  • 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

  • Take a leading role in enabling the sales team on order requirements, and guide other OM team members on how to deliver

  • Mentor Order Management Specialists by providing guidance, coaching, and encouragement transparently

  • Develop proactive analysis– rooted in Zendesk, Salesforce, and NetSuite data– that provides actionable insights for the business

  • Oversee day-to-day activities in local office, including manage pending, suspended, and on-hold tickets in Zendesk

  • Review and assist with troubleshooting on all aging/unvalidated orders with global Order Management Specialists 

  • Lead projects within OM and with adjacent teams that drive efficiency and scalability

  • Oversee the transaction process to migrate customers from legacy  perpetual license products to updated SaaS offerings

  • 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

  • Act as a Subject Matter Expert in terms of OM's interactions with internal systems, engaging with IT, and organizing and participating in user acceptance testing

  • When necessary, act as a proxy for OM Manager in meetings, serve as a backup to other OM team members, and work flexibly to help OM, R7, and our customers achieve their goals