Sr. Order Administration Specialist

OPENTEXT - THE INFORMATION COMPANY

As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be part of a winning team that leads the way in Enterprise Information Management. 

The Opportunity: 
Reporting to the Fulfillment Manager, the Senior Order Administration Specialist is an integral role in ensuring delivery excellence in the Order to Cash function. They bring their subject matter expertise of software and cloud service delivery, excellent customer service skills, teamwork, and business acumen to effectively support their peers, leaders, sales, external customers, and our Billing specialists to ensure a smooth, accurate, and timely order processing. They bring their professional approach and strong process capabilities to enact change with their peers and other key stakeholders, mitigating any risk to revenue on a quarterly basis. They bring their professional approach and strong process capabilities to lead change with their peers and other key stakeholders, delivering on the Order to Cash mandate.

You Are Great At:

• Review and action delivery requests, confirming completeness and accuracy across multiple and diverse product lines.
• Generate product licenses, license keys, and maintenance certificates using various systems and key generation utilities.
• Appropriately identify unique and non-standard fulfillment requirements and act accordingly to ensure proper set-up and functionality is provided for each delivery request. 
• Use of expertise and knowledge of products and systems to research and resolve issues with internal and external customers regarding order and functionality requirements.
• Collaborate with the Billing Operations team to troubleshoot and resolve order management issues to support meeting cash collection targets.
• Deliver, as you handle diverse external and internal customer escalations and requests, a top-notch customer experience.
• Be available for potential late nights to close out and support each month and quarterly close. Provide direct support to peers, Sales, Billing Specialists and other stakeholders to ensure a successful close. 
• Responsible for following all internal controls and policies related to order processing to protect OpenText’s brand.
• Work closely with Management to provide SME knowledge to establish improved and streamlined processes that positively impact the Order Enablement department, as we evolve with acquisitions, new tools, and new products. 
• Work closely with IT and other stakeholders to conduct testing of product and process to ensure clean transition and implementation. 
• Consistently function as a mentor to our junior team members, providing onboarding and training.
• Work with project teams to deliver on acquisition integrations, identifying and supporting continuous improvement initiatives. 
• As a customer-facing representative, effectively manage and address customer inquiries, urgent requests, and escalations in order to ensure and promote continued customer interest in pursuing OpenText products and services. 
• Deliver on other priorities as assigned to execute the Order to Cash delivery excellence mandate.

What It Takes: 

• At least 5 years of Customer Support experience in a relevant field.
• Expert-level knowledge of OT products, and our various systems like SAP, ServiceNow, and MySupport to train and knowledge share.
• Expert-level Office 365 and organizational skills to monitor and create Standard Operating Procedures (SOPs) to ensure alignment across regions and products to support continued team collaboration and improvement.
• Along with strong working knowledge of product and process, exceptional communication and interpersonal skills to on-board new hires, train peers, and work in group projects on behalf of the Fulfillment department.
• Strong working knowledge of accounting principles and US GAAP Revenue Recognition.               
• Ability to interact with internal groups and customers to assist in the negotiation and resolution of specific requirements.
• Exceptional organizational skills, with an ability to balance multiple priorities in a fast-paced environment, including month-end, quarter-end, and year-end delivery

OpenText's efforts to build an inclusive work environment go beyond simply complying with applicable laws. Our Employment Equity and Diversity Policy provides direction on maintaining a working environment that is inclusive of everyone, regardless of culture, national origin, race, color, gender, gender identification, sexual orientation, family status, age, veteran status, disability, religion, or other basis protected by applicable laws. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please contact us at hr@opentext.com.