Microsoft Office with Advanced Excel
Renuka Eshwar Rao
Senior Manager Order Management & Deals Desk
Bangalore
Summary
Accomplished professional with over 14 years of experience in Shared Services and Product-based industries, with a focus on the Order-to-Cash process and Deals Desk operations. Skilled in leading global teams of up to 25 members and managing a $2.2B annual accounts receivable portfolio spanning the US, Asia Pacific, China, and Japan. Expertise includes cash applications, B2B collections, billing, credit management, and deal structuring. Proficient in designing and implementing systems and processes to boost operational efficiency, reduce turnaround times, and optimize workflows. Experienced in overseeing KPIs, SLA management, team utilization, and capacity planning, while collaborating with management on budgeting and compensation. Served as a subject matter expert on sales-facing processes, policies, and pricing for high-value deals.
Overview
21
21
years of professional experience
Work History
Senior Manager – Deals Desk
Freshworks Technologies Pvt Limited
9 2022 - Current
- Successfully led a 20-member Global Deals Desk team, overseeing day-to-day operations and driving strategic initiatives to optimize deal management processes
- Partnered with sales teams to structure deals in a way that aligns with the company's goals and policies while meeting the customer's requirements
- This could involve contractual obligations, legal and compliance issues, and potential revenue recognition challenges
- Collaborated closely with sales operations teams to analyze forecasted deals and provided strategic assistance to sales representatives on deal strategies, resulting in expedited sales order form processing
- Implemented an operational checklist streamlining the deal review process, ensuring comprehensive assessments prior to legal contract signatures to identify and mitigate potential revenue impacts
- Participated in audit controls to ensure sales team quotes were reviewed and approved by authorized personnel in compliance with finance policy, and verified that all online-assisted and offline customer contracts were signed according to the Revenue Contract Authorized Signature Matrix
- Collaborated with cross-functional teams including Product team, Business owners, IT Team and Sales to enhance the quoting tool DealHub by implementing mid-term additions, discounting rules, approval rules, standard legal language addition thereby optimizing the sales experience during deal creation
- Led the design of Service Level Agreements (SLAs) for the team, outlining priorities, establishing actionable first responses, defining resolution times, and providing team enablement on utilizing status and deal status for effective tracking
- Implemented automation of the signature process using DocuSign and streamlined the creation of billing tickets for contract booking, enhancing efficiency and accuracy in financial operations
- Worked closely with the IT team to deploy a comprehensive dashboard tracking current deal statuses, enabling efficient managerial oversight, bottleneck detection, and fostering cross-functional collaboration to expedite order processing.
Manager – Order Management
Akamai Technologies India Pvt. Ltd.
2018.02 - 2022.08
- · Led the Order Management Lifecycle, from processing and reviewing orders to resolving errors and coordinating with Billing & Collections for timely payments.
- · Directed daily operations and process improvements, collaborating with experts to ensure smooth migration and efficiency.
- · Established and managed targets, SOPs, SLAs, and quality goals to drive productivity.
- · Reviewed and approved non-standard pricing at the executive level.
- · Ensured pricing and agreements adhered to guidelines in collaboration with Finance and Legal. Assisted with budget planning and compensation structuring for the team.
- · Implemented process and system enhancements, working with IT and Program Teams to achieve savings and efficiency.
- · Drove efficiency, communicated results, and explained variances to leadership.
- · Managed User Acceptance Testing (UAT) and sign-off for new system compliance and readiness.
- · Coordinated with global teams and stakeholders to ensure smooth system releases and operations. Represented order management in cross-functional meetings and implemented department decisions.
- · Oversaw teams in China, Japan, and Bangalore, coordinating with HR for performance and engagement.
- · Led career development conversations to align team goals with organizational objectives.
- · Managed KPIs, SLA, team utilization, CSAT, capacity planning, attrition, headcount forecasting, and training needs.
Manager – Collections & Cash Application
Akamai Technologies India Pvt. Ltd.
2016.07 - 2018.01
- Managed corporate receivables for the US & APJ regions as part of the Finance function.
- Supervised 6 Receivables Specialists handling collections, negotiations, cash application, and credit control.
- Conducted weekly team reviews and process audits; analyzed and planned receivables forecasts to meet targets.
- Efficiently resolved escalated cases and managed cross-LOB escalations to achieve receivables targets.
- Led fortnightly calls with LOBs and liaised with Sales, Legal, Management, Finance, and Contract Management to enhance collections and client satisfaction.
- Led the Global Cash-Application Team, ensuring daily cash application within a 24-hour TAT.
- Oversaw manual credit memo and AR adjustments in Oracle, ensuring compliance with approval processes before AR close.
- Monitored and approved reconciliations of unclaimed property, security deposits, and refund accounts, reporting to the Core Accounting Team within 5 business days of GL close.
Senior Lead Collections
Akamai Technologies India Pvt. Ltd.,
2012.04 - 2016.06
Senior Collections Specialist
Akamai Technologies India Pvt. Ltd.
6 2008 - 2012.03
Accounts Receivable Specialist
Oracle India Pvt. Ltd.
8 2006 - 6 2008
Senior Consultant
AOL Time Warner- America Online
2004.02 - 2006.08
Education
SSLC -
SJR Primary & High School
Bangalore, Karnataka 2000.01 -
Diploma in Electronics & Communication -
Raman Polytechnic
Bangalore, Karnataka 2003.01 -
Skills
Order Lifecycle Management
Deal Approvals
Customer Management & Retention
Multi-functional Operations Management
Accounts Receivable
Customer Invoicing
Process Enhancement & Development
Quote-to-Cash Functions
Budgeting & Cost Optimization
Escalations Resolution & Management
Software
ERP Packages like Oracle Application & Salesforce.com
Tableau[A360]/Power BI
Deal Hub, Fresh Sales & Fresh Services
Accomplishments
- Automating the signature process via the Docusign tool and creating an automatic billing ticket for contract booking.
- Continuously optimized the Deal Hub CPQ tool, refining the quote creation process to maximize efficiency and precision, ensuring seamless transactions
- Spearheaded the deployment of a robust dashboard in collaboration with the IT team, providing real-time insights into deal statuses and enhancing operational efficiency.
- Led automation of US wire receipt- Coordinated with project leaders and Business Analyst in proposing the idea of US wire receipt automation and Japan wire automation, reducing the manual work for the team resulting in 80% auto-application of receipts.
- Implemented system alert within Salesforce.com for accounts to undergo credit check for creditworthiness evaluation of the account before they come on board
- Implemented system enhancement for SBT [special business terms] languages to be available in salesforce for efficient order process workflow.
- Managed $2.2B of annual AR aging by ensuring faster resolution for billing inquiries and optimizing credits workflow.
- Automated metric reporting and volume reporting in Tableau[A360] by co-ordinating with IT, eliminating manual reporting.
- Improved write-off and credit volumes through strong dispute resolution & negotiation practices
- Successfully completed the certification in Akamai Leadership Academy held as a year-long program and the Grow Mind-set Program driven by L&D across Akamai Leadership Team.
Personal Information
Date of Birth: 07/19/1984
Timeline
Manager – Order Management
Akamai Technologies India Pvt. Ltd.
2018.02 - 2022.08
Manager – Collections & Cash Application
Akamai Technologies India Pvt. Ltd.
2016.07 - 2018.01
Senior Lead Collections
Akamai Technologies India Pvt. Ltd.,
2012.04 - 2016.06
Senior Consultant
AOL Time Warner- America Online
2004.02 - 2006.08
Diploma in Electronics & Communication -
Raman Polytechnic
2003.01 -
SSLC -
SJR Primary & High School
2000.01 -
Senior Manager – Deals Desk
Freshworks Technologies Pvt Limited
9 2022 - Current
Senior Collections Specialist
Akamai Technologies India Pvt. Ltd.
6 2008 - 2012.03
Accounts Receivable Specialist
Oracle India Pvt. Ltd.
8 2006 - 6 2008
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