Order Management Associate Manager

Summary:

This role plays a crucial part in ensuring the seamless execution of order management processes, with a focus on accuracy, efficiency, and exceptional customer service. The ideal candidate will have strong problem-solving abilities, attention to detail, and a proven track record of managing teams while collaborating with internal and external stakeholders. This role will collaborate closely with Sales, Deal Desk, Legal, and other cross-functional teams to support complex deals, troubleshoot billing issues, and drive process improvements for scalability. The Order Management Associate Manager will also lead strategic initiatives to enhance operational efficiency, automation, and compliance.

Key Responsibilities:

Order Management & Invoicing:

• Partner with the Revenue team to configure and optimize billing systems, ensuring accurate and timely invoicing for Enterprise customers.
• Regularly monitor outstanding invoices and coordinate with the collections team as needed.
• Work closely with Deal Desk and Revenue teams to manage complex opportunities, particularly those with unique contractual terms.

Customer Service & Internal Support:

• Deliver outstanding customer service by troubleshooting and resolving issues for both customers and internal Sales and Support teams.
• Serve as the subject matter expert for Sales regarding billing inquiries, offering deep knowledge of enterprise billing processes.
• Act as the primary escalation point for high-complexity billing inquiries, ensuring timely and effective resolution.
• Maintain strict confidentiality of all customer records.

Process Improvement & Problem Solving:

• Identify and troubleshoot potential billing issues, implementing process improvements to enhance efficiency and accuracy.
• Foster a culture of data-driven decision-making and scalable processes to support growth. Lead user acceptance testing for process and technology improvements to support automation and scaling efforts.
• Develop and refine policies related to the order-to-cash workflow, ensuring compliance with revenue recognition principles (ASC 606).

Team Leadership & Management:

• Manage and mentor a team of Order Management professionals, including two OM leads and their respective teams
• Provide strategic direction while ensuring efficient collaboration and high performance.
• Establish, monitor, and achieve Key Performance Indicators (KPIs) to ensure operational excellence.
• Provide coaching, guidance, and training to team members, fostering professional growth and high-performance standards.
• Coordinate and manage team members across different time zones (NAMER, APAC, EMEA).
• Assist in hiring, onboarding, and training new team members to support organizational growth.

Qualifications:

• 6-9 years of experience in the Enterprise SaaS/B2B industry, specifically within order management, finance operations, deal desks, sales operations, or pricing.
• Demonstrated ability to thrive and adapt in a fast-paced, dynamic startup environment.
• Proven track record of managing teams of 3 or more individuals, preferably across different time zones.
• Strong understanding of software revenue recognition principles (ASC 606). Experience navigating complex customer procurement processes and driving process improvement projects.
• Hands-on experience with Salesforce, billing systems, Stripe, Intercom, and similar tools.
• Strong problem-solving, organizational, and analytical skills.
• Effective oral and written communication skills, particularly when interacting with customers and Sales teams.
• Proficiency with Microsoft Excel, GSuite, Slack, and Adobe Acrobat.
• Experience with subscription-based billing models.
• Knowledge of ERP systems such as NetSuite or SAP.
• Ability to build strong relationships with Sales, Revenue, and Legal teams to ensure seamless execution of deals.