JOB TITLE: Lead Fulfilment Analyst, License Management
GENERAL JOB SUMMARY
The role involves managing licensing for Aptean and third-party products, coordinating with various teams and vendors, and mentoring junior staff. The Lead Fulfilment Analyst is an individual contributor (IC) role responsible for executing and managing end-to-end fulfilment transactions on a daily basis, while also acting as a subject matter expert within the fulfilment function. The role combines hands-on operational execution with ownership of complex cases, process improvements, stakeholder engagement and improving customer satisfaction to ensure accurate, timely, and compliant fulfilment of products and services.
KEY RESPONSIBILITIES
- Lead and take ownership of the end-to-end of the fulfilment activities.
- Perform daily fulfilment transactions, purchase order creations and approvals. Work with multiple 3rd party vendors on procuring and renewing licenses for end customers.
- Handle complex, high-value, or escalated fulfilment cases, ensuring resolution within defined SLAs.
- Lead M&A 3rd party Integration, prepare solution document, SOPs post integration and streamline the new product lines
- Ensure fulfilment activities comply with contractual terms, licensing requirements, internal policies, and regulatory guidelines.
- Monitor daily fulfilment queues, workloads, and exceptions to ensure deliveries and timelines are met.
- Act as the primary point of contact and subject matter expert (SME) for fulfilment-related queries and escalations.
- Review work output for quality, accuracy, and adherence to processes.
- Collaborate with sales, account managers, product leaders, legal team, third party vendors, support and stakeholders to resolve all fulfilment discrepancies and requirements.
- Proactively identify risks, dependencies, and potential delays and communicate them effectively to stakeholders.
- Identify gaps, risks, and inefficiencies in fulfilment processes and drive continuous improvement initiatives.
- Maintain and contribute to SOP creation, updates, and standardization across fulfilment operations.
- Track and analyze fulfilment KPIs, trends, and error patterns; recommend corrective actions and controls.
- Support system enhancements, UAT, and process changes related to fulfilment tools and workflows.
- Prepare and analyze fulfilment reports and dashboards to support management decision-making.
Work Experience
- 8 -11 years of hands-on experience in license management, fulfilment and procurement process
- Strong understanding of fulfilment lifecycles, and entitlement or licensing models and revenue recognition concepts.
- Experience in software, SaaS, or subscription-based fulfilment environments.
- Strong analytical skills.
Knowledge, Skills and Abilities
- Strong attention to detail and transactional accuracy.
- Good communication skills (verbal and written)
- Excellent analytical and problem-solving skills.
- Ability to think strategically and tactically, with excellent attention to detail
- Ability to manage daily execution while handling complex issues and escalations.
- Ability to embrace change and work to achieve goals
- Strong stakeholder communication and collaboration skills.
- Process-driven mindset with a focus on continuous improvement.
- High ownership, accountability, and customer focus.
- Proficiency in Excel and operational reporting tools.
Preferred Experience
- Experience working with Salesforce tool
- Experience in software, SaaS, or subscription-based fulfilment environments.
