Orderful

Full-stack Engineer

• Build & Operate Reliable Systems; Design, deploy, and support scalable APIs and services, with a strong focus on performance, reliability, and observability
• Lead Technical Initiatives; Own the design and delivery of major back-end projects, contribute to architectural decisions, and help evolve the platform
• Maintain High Engineering Standards; Write high-quality, well-tested code, participate in rigorous code reviews, and continuously improve development and release practices
• Collaborate with Peers; Work closely with other experienced engineers to solve complex problems, share context, and make thoughtful technical tradeoffs
• Own Outcomes; Independently prioritize work, manage large initiatives end-to-end, and take responsibility for system health and business impact

Senior Software Engineer, Platform

Manager

• Own the end-to-end partner lifecycle, including strategy, pipeline development, prospecting, outreach, contract negotiation, and implementation
• Build and maintain relationships across technical, commercial, and leadership stakeholders at Site Integrators and Consulting Firms in the EDI space
• Identify growth opportunities with partners and translate them into measurable business outcomes
• Collaborate with Marketing to execute co-branded campaigns, develop partner collateral, and drive engagement
• Work with Product and Engineering to influence partner-driven product initiatives that expand adoption and revenue
• Track and report partner performance, pipeline, and business metrics

Channel Manager – NetSuite Ecosystem

Account Manager

• Own a portfolio of top-tier customers and focus on retention, expansion, and long-term partnership
• Deliver on the promises made during the sales process
• Help customers scale their trading partner relationships
• Ensure ongoing value from our API-first EDI platform
• Manage a mix of high-touch and automated accounts
• Run renewals and customer conversations
• Act as the quarterback across Support, Product, and Network
• Drive retention, renewals, and expansion in support of team-based Net Revenue Retention goals
• Lead ongoing customer engagement and business reviews to understand priorities and uncover growth opportunities
• Build and maintain account plans that support long-term, sticky partnerships
• Provide clear visibility into account health, forecasting, and upcoming opportunities
• Surface product feedback and customer insights that help inform roadmap priorities and improvements

Senior Account Manager

Account Executive

• Own the full sales cycle for mid-market prospects, from initial engagement through close
• Drive new logo acquisition within companies generating $25–$500MM in annual revenue
• Manage a high-activity pipeline with multiple opportunities in flight simultaneously
• Lead thoughtful discovery conversations focused on supply chain optimization, data organization, IT management, and EDI requirements and scalability.
• Sell into logistics-driven organizations, including supply chain, retail suppliers, and brands selling into major retailers
• Partner closely with Solutions Engineers to align technical capabilities with business outcomes
• Navigate multi-stakeholder buying groups across operations, IT, finance, and executive leadership
• Maintain strong pipeline hygiene, forecasting accuracy, and CRM discipline
• Identify recurring themes, objections, and use cases to help strengthen sales execution and messaging
• Represent Orderful as a credible, trusted partner throughout the buying process

Senior Account Executive, Mid-Market

Director

• Own end-to-end workflows and standards for all configuration streams, including EDI account requirements, certification, and label template governance.
• Establish and monitor high-precision SLAs, QA checks, and metrics (throughput and rework rates) to ensure production-grade execution.
• Lead a high-performing configuration team through coaching, work allocation, and the development of rigorous training standards.
• Build and maintain an intake model that aligns team resources with business priorities, customer tiers, and go-live timelines.
• Collaborate with technical teams to automate manual configuration steps and improve self-service tooling for scaling.
• Proactively identify and resolve connectivity risks, such as channel instability or coverage gaps, to prevent downstream escalations.
• Drive initiatives to eliminate recurring defects and improve the overall efficiency of the onboarding ecosystem.

Director, EDI & API Network Configuration

Customer Support

• Strategic Operating Model: Define and govern support structures, escalation paths, and cross-functional handoffs to ensure a seamless customer journey from onboarding through production.
• Performance & SLA Accountability: Own core CX outcomes including TTFR (95%), using weekly trend analysis and corrective action plans to maintain excellence.
• AI-Enabled Support Governance: Implement and oversee AI-driven Tier-1 triage and self-service automation, ensuring accuracy, safety, and clear escalation paths for complex edge cases.
• Product & Engineering Feedback Loop: Replace fragmented feedback with a structured, revenue-weighted pipeline that quantifies customer needs and identifies root-cause themes for product prioritization.
• Resource & Capacity Planning: Design global coverage models (including US, Canada, and EU) and staffing plans to manage variable ticket volumes and complexity.
• Operational Safety & "Managed Hacks": Establish a governed system for documenting and lifecycle-managing custom workarounds (e.g., Workato flows, scripts) to minimize technical debt and risk.
• Support Playbook Library: Build and maintain a standardized library of responses and playbooks to reduce resolution variance and improve first-contact resolution rates.

Director, Customer Support

Support Engineer

• Resolve complex issues across EDI workflows and Orderful API usage; explain technical concepts clearly to both developers and business users
• Manage inbound requests within defined SLAs, ensuring high customer satisfaction
• Identify repeat issues and patterns; partner with Product and Engineering to prioritize fixes and improve the overall developer experience
• Create and maintain Knowledge Base articles to drive customer self-service and ticket deflection
• Identify urgent platform issues and escalate with clear technical context and reproduction steps