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Salesforce.com, Inc Order Management Specialist in San Francisco, California

Job CategoryFinance and Operations

Job Details

Salesforce is expanding its Order Management team globally to support our growth. We are a team of highly motivated and talented people who are responsible for the accurate, timely and efficient processing of customer contracts, booking our orders as per Salesforce policies and provisioning of our product offerings for customers.

As an Order Management Specialist, you will be responsible for closing and provisioning MuleSoft customer orders, and ensuring the data quality in our systems of record. You will be responsible for reviewing contracts, interpreting the commercial terms, and making judgements as to the bookability of the order within the guidelines of the company’s booking policy. You will be expected to be able to articulate and debate the decisions made as necessary with the field sales organization.

As an Order Management Specialist, you will also facilitate the provisioning and delivery of customer subscriptions and products. Additionally, a portion of your time will be spent responding to cases from Customer Success, Sales, Finance, and Legal regarding the status of customers, their provisioning, and other miscellaneous items.

This role is very process-oriented. The ideal candidate would possess an appreciation for procedure with the ability to recognize areas for improvement and efficiency. You must be able to work in a team environment and be self-motivated, extremely detail-oriented with demonstrated problem solving skills. You will have the opportunity to get involved in project work related to order processing and accuracy, system improvements and data quality initiatives. In doing so, you will directly contribute to the company’s business outcomes.

In addition, the individual in this role will serve as a data steward, ensuring all of our prospect, customer, contact, opportunity and subscription information is accurate and reportable.

Position Deliverables

30 Days

  • Develop a strong understanding of MuleSoft’s business model and booking policy.

  • Learn how to use the systems involved in order booking and product provisioning, ensuring you understand the implications of each step.

  • Understand MuleSoft’s licensing model and product provisioning

60 Days:

  • Robust understanding of our order management process with the ability to book new/add-on subscription, renewal, and service orders.

  • Participate in the deal checking process, validating all orders are complete and opportunity records are free from error.

  • Contribute ideas to improve upon existing work process and procedures

90 Days:

  • Become an expert in the booking process, proactively engaging with Deal Desk and Sales in providing guidance as to how an order will be booked based on the proposed deal structure.

  • Excellent understanding of all MuleSoft products and entitlements, both current and legacy.

  • Measurable progress or completion of at least 1 process improvement project.

Required Experience

  • 3+ years’ customer order management or sales support experience in the technology industry

  • Extreme attention to detail

  • Demonstrated initiative to proactively identify issues and develop solutions for them

  • Self-starter, able to work independently

  • Excellent interpersonal skills; ability to professionally articulate with Sales reps and customers

  • Ability to deliver consistent high-quality work in a fast-paced environment with strict deadlines

  • Salesforce experience preferred

  • Familiarity with calculating key metrics such as Annual Contract Value (ACV) in Excel required.

  • Flexibility to work additional nights and weekends for month/quarter end

  • Bachelor's degree or equivalent experience required

Posting Statement

Salesforce.com and Salesforce.org are Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Headhunters and recruitment agencies may not submit resumes/CVs through this Web site or directly to managers. Salesforce.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay fees to any third-party agency or company that does not have a signed agreement with Salesforce.com or Salesforce.org.

Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.

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