Order Management Analyst

At Rapid7, we believe exceptional customer experiences start with operational excellence behind the scenes. As an Order Management Specialist, you'll play a critical role in supporting our global sales organisation by ensuring customer transactions are processed accurately, efficiently, and with minimal friction. Working at the intersection of sales, finance, legal, IT and customer success, you'll help turn complex contracts into seamless customer outcomes while contributing to the scalability and growth of a fast-paced, mission-driven business.
About the Team
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 an Order Management Specialist, your primary responsibility will be to support Rapid7's global Go-To-Customer teams by processing sales orders and helping to troubleshoot issues that come up during the bookings process, ensuring that we are able to fulfill orders in a timely manner, with as little friction as possible.
Specifically, your focus will be to:

• Administer processing of various sales orders and capture contract data utilizing NetSuite, Salesforce, and Freshworks.
• Partner closely with sales groups to ensure transactional contracts are complete, accurate, and meet internal booking requirements.
• Review, approve, and reject quotes with a high level of accuracy and attention to detail.
• Fulfill software subscription orders with guidance from teammates and technical resources.
• Collaborate cross-functionally with Legal, IT, Commissions, Revenue Accounting, and Accounts Receivable to resolve transactional bottlenecks.
• Triage inquiries, troubleshoot problems, and provide operational direction regarding customer issues.
• Participate in cross-functional projects that drive operational efficiency to support global scalability goals.
• Assist in testing and implementing new system functionality and SKUs to expand operational footprint.

The skills and qualities you'll bring include:

• Experience working in a sales operations, customer service, or finance-related function.
• High level of comfort navigating CRM and ERP technologies like NetSuite and Salesforce.
• Proven attention to detail when managing complex documentation or transactional processes.
• Exceptional communication skills across digital channels and internal meetings that convey clear objectives and rationale to foster commitment.
• Collaborative approach to problem-solving by building networks across departmental boundaries to deliver sustainable improvements.
• Ability to successfully balance a wide variety of daily tasks, adapt to group dynamics, and adjust priorities in a fast-paced environment.
• Eagerness to understand process changes and act as an active driver of operational improvements.
• Ability to hold self and others responsible for driving outcomes and meeting commitments that deliver value for the business.
• Capacity to partner effectively with teammates and stakeholders across different global time zones
• Core Value Embodiment: Embody our core values to foster a culture of excellence that drives meaningful impact and collective success

We know that the best ideas and solutions come from multi-dimensional teams. That's because these teams reflect 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
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About Rapid7
At Rapid7, our vision is to create a secure digital world for our customers, our industry, and our communities. We do this by harnessing our collective expertise and passion to challenge what's possible and drive extraordinary impact. We're building a dynamic and collaborative workplace where new ideas are welcome.
Protecting 11,500+ customers against bad actors and threats means we're continuing to push the envelope just like we' ve been doing for the past 20 years. If you 're ready to solve some of the toughest challenges in cybersecurity, we're ready to help you take command of your career. Join us.