Order Management Specialist

Job description

Synthesia is the world’s leading AI video platform for business, used by over 90% of the Fortune 100. Founded in 2017, the company is headquartered in London, with offices and teams across Europe and the US. As AI continues to shape the way we live and work, Synthesia develops products to enhance visual communication and enterprise skill development, helping people work better and stay at the center of successful organizations. Following our recent Series E funding round, where we raised $200 million, our valuation stands at $4 billion. Our total funding exceeds $530 million from premier investors including Accel, NVentures (Nvidia's VC arm), Kleiner Perkins, GV, and Evantic Capital, alongside the founders and operators of Stripe, Datadog, Miro, and Webflow. We are looking for a highly organized and detail-oriented Order Management Specialist to join our fast-growing SaaS company. This role plays a critical part in the quote-to-cash workflow, ensuring accurate and efficient order processing and subscription setup which impacts invoicing coordination, and customer account management. You'll work cross-functionally with sales, finance, customer success, and legal teams to ensure a seamless experience as it relates to our deal validation and closure process. RESPONSIBILITIES: Order Processing - Accurately review and process orders received via Salesforce, checking for accurate product configuration, pricing, discounts, contract terms and customer information in accordance with company policies. - Oversee deal close processes by maintaining accurate records, managing documentation, and ensuring the timely completion of all critical milestones. - Ensure clean handoff from sales to finance, including proper documentation and approvals - Manage purchase order inquiries while maintaining with audit and compliance standards - Oversee provisioning settings to keep services running without disruption. Subscription Management - Coordinate renewals, upgrades, downgrades, and amendments with relevant stakeholders. - Monitor subscription health and proactively flag anomalies or issues. Sales Support - Support account executives and customer success managers with quote validation, contract review, and order entry guidance. - Help manage deal desk requests and ensure deals meet internal compliance standards. - Act as a point of contact for Sales for deal-related questions, policy clarifications, and order-form guidance Process Improvement & Reporting - Identify opportunities to streamline order-related workflows and eliminate friction points. - Contribute to documentation and refinement of order management policies. - Generate reports on order accuracy, subscription trends, and processing times. - Assist the team with Ad hoc projects related to reporting and cross-functional operations REQUIRED QUALIFICATIONS - Bachelor’s degree in Business Administration, Finance, Operations, or a related field. - Minimum 2 years of experience in Order management, Deal Desk, or supply chain - Experience with Salesforce, Ironclad, NetSuite, or similar systems - Strong understanding of SaaS business models, ARR/MRR, and revenue recognition basics. - Exceptional attention to detail and ability to manage multiple priorities in a dynamic environment. - Excellent communication and cross-functional collaboration skills. Preferred Skills - Experience with quote-to-cash (QTC) process in a SaaS context. - Exposure to SOX compliance and internal controls is a plus. - Proficiency in Excel and familiarity with BI/reporting tools At Synthesia we expect everyone to - Put the Customer First - Own it & Go Direct - Be Fast & Experimental - Make the Journey Fun You can read more about this in our public Notion page https://synthesia.notion.site/How-we-work-at-Synthesia-f794caa72f8446efb6be22b551ce0fa2. Benefits - A competitive salary + stock options in our fast-growing Series E startup - Hybrid working environment - 100% Medical, Dental & Vision - 401k Plan - Paid parental leave - 25 days of annual leave + Public holidays + paid sick leave - Fun culture with regular socials - A generous referral scheme - A brand new computer + monitor