DescriptionThis senior individual contributor role requires strong analytical skills, sound judgment, and the ability to work independently in a fast-paced environment. You will evaluate how changes to orders, system configurations, and license assignments affect customer entitlements, operational records, and installation readiness, and coordinate downstream financial impacts with Finance.
Working closely with Sales, Customer Support, Finance, IT, and Order Fulfillment, you will drive issues from identification through resolution, maintain accurate records, and improve the processes that support our growing software business.
Key ResponsibilitiesSoftware Order Fulfillment- Own software orders from PO validation through license fulfillment, ensuring accuracy, completeness, and timely execution.
- Validate software products, quantities, terms, customer information, and fulfillment requirements against approved order documentation.
- Manage the software backlog, identify blockers, and independently drive follow-up with the appropriate stakeholders.
- Maintain accurate order and fulfillment records across Salesforce, NetSuite, and related operational systems.
Complex Licensing and Configuration Changes- Evaluate and execute approved license changes, including license transfers, assignment corrections, and licensing updates resulting from system reconfigurations, splits, or merges.
- Analyze the relationship between order details, hardware configurations, system identifiers, license entitlements, and installation records to determine the appropriate course of action.
- Assess the impact of proposed changes on license quantities, customer and site assignments, and activation; coordinate any invoicing or revenue recognition implications with Finance.
- Confirm required approvals and supporting documentation are complete before executing changes.
- Reconcile affected records after changes and maintain a clear audit trail of the request, approval, and final outcome.
Issue Resolution and Cross Functional Coordination- Investigate discrepancies across orders, system records, license entitlements, and integrations; identify root causes and drive corrective action.
- Translate complex requests into clear operational steps, identifying dependencies, risks, and decisions that require stakeholder input.
- Coordinate with Sales, Customer Support, Finance, IT, and Order Fulfillment to resolve issues and prevent downstream disruption.
- Escalate issues with a clear assessment of the problem, business impact, and recommended resolution.
- Provide reliable visibility into pending activations, installation timelines, and exceptions to support revenue forecasting.
Process Improvement and Operational Expertise- Develop and maintain procedures, decision guides, and validation checks for software fulfillment and licensing changes.
- Identify recurring issues and recommend improvements to workflows, system controls, and automation.
- Support system enhancements and testing by defining operational requirements and validating results.
- Serve as a subject matter resource for complex cases and help strengthen the team's licensing knowledge and troubleshooting capabilities.
Required Qualifications- 5+ years of experience in order management, software fulfillment, licensing operations, or related roles, including experience managing complex software licensing or entitlement changes.
- Demonstrated ability to independently investigate issues, evaluate alternatives, and drive resolution with limited day-to-day direction.
- Strong analytical and logical reasoning skills, with the ability to understand relationships among orders, system configurations, entitlements, and operational records.
- Experience managing software licenses or entitlements, including changes to quantities, assignments, or configurations.
- Strong attention to detail and the ability to reconcile information across multiple systems and identify inconsistencies.
- Experience using an ERP or order management system.
- Proficiency in Excel for data analysis, reconciliation, and exception tracking.
- Clear written and verbal communication skills, including the ability to explain complex issues and recommend practical solutions.
- Ability to prioritize competing demands, adapt to changing requirements, and maintain accuracy under time pressure.
Preferred Qualifications- Experience in enterprise software, infrastructure, storage, or another technically complex business.
- Familiarity with enterprise system configurations and the relationship between hardware configurations and software licensing.
- Experience with Salesforce, NetSuite, license provisioning platforms, or integrated order-to-cash workflows.
- Understanding of how license fulfillment and installation milestones support invoicing and revenue recognition.
- Experience improving operational processes, documenting requirements, and supporting system testing.
What Success Looks Like- Software orders and licensing changes are completed accurately and on time.
- Complex requests are assessed independently, with dependencies and downstream impacts identified before execution.
- Issues are resolved with clear ownership, sound recommendations, and appropriate escalation.
- Order, system, license, and installation records remain consistent and traceable.
- Recurring problems lead to practical process improvements that reduce manual work and prevent errors.
