Deal Desk Operations Lead

This is a fully remote position, open to applicants in New York.

📋 Description

• Evaluate and enhance Deal Desk processes related to discounts, approvals, renewals, billing exceptions, credits, refunds, pauses, usage-based pricing, and commercial concessions.

• Assist Account Executives and Account Managers with atypical deal structures, pricing advice, discount inquiries, customer-specific exceptions, and migration scenarios.

• Maintain discount thresholds, approval protocols, escalation paths, and audit standards.

• Oversee the intake, routing, follow-up, and resolution of commercial exceptions.

• Coordinate renewal timing, scheduling, handoffs, and operational follow-up.

• Aid customer migrations by clarifying renewal timing, exception categories, discount implications, system requirements, and review needs.

• Streamline workflows for credits, recurring usage, add-ons, feature access, and billing-related requests.

• Develop and deliver training materials and operational training sessions for Sales, Customer Success, Renewals, and other teams.

• Provide leadership with insights into discount usage, exception trends, renewal status, migration progress, approval bottlenecks, and system deficiencies.

• Collaborate cross-functionally to ensure Deal Desk workflows are comprehended, adhered to, and continuously refined.

• Convert Deal Desk workflow requirements into tooling specifications and assist in assessing Deal Desk, CPQ, or approval workflow platforms.

⛳️ Requirements

• Over 6 years of experience in Deal Desk, Revenue Operations, Billing Operations, Sales Operations, Pricing Operations, SaaS Operations, or comparable GTM operations.

• Comprehensive understanding of SaaS billing, subscriptions, renewals, discounting frameworks, credits, add-ons, quote-to-cash processes, Deal Desk systems, and commercial approvals.

• Proven experience in diagnosing and enhancing Deal Desk, approval, renewal, billing exception, or quote-to-cash workflows.

• Background in supporting Sales, Account Management, Customer Success, or Renewals teams with non-standard pricing, commercial terms, approvals, or deal structures.

• Familiarity with HubSpot, Salesforce, Stripe, Chargebee, NetSuite, Ironclad, DocuSign, Jira, or Deal Desk/CPQ tools.

• Experience managing cross-functional workflows across Sales, Customer Success, Renewals, Finance, Revenue Operations, Business Operations, Product, and/or internal systems teams.

• Strong operational judgement regarding process development, simplification, and escalation.

• Capability to translate ambiguous business requirements into clear operational rules, workflows, and specifications.

• Comfort with billing systems, CRM systems, approval workflows, contracts, and internal tools.

• Meticulous attention to detail where accuracy, approvals, and customer impact are critical.

• Ability to foster trust with commercial teams while upholding process discipline.

• Excellent communication skills and the ability to articulate policy, process, and tradeoffs effectively.

• Proficiency in creating training materials, field guidance, enablement resources, and process documentation.

• Nice-to-have: Experience in the implementation or evaluation of Deal Desk, CPQ, CLM, or approval workflow software.

• Nice-to-have: Background in SaaS pricing, packaging, renewals, migrations, usage-based pricing, or billing workflows.

• Nice-to-have: Experience in customer migration, packaging transitions, or legacy plan cleanups.

• Nice-to-have: Experience in discount reporting, approval dashboards, Deal Desk SLAs, or renewal cadence.

• Nice-to-have: Knowledge of ASC 606 and revenue recognition.

• Nice-to-have: Familiarity with usage-based pricing, credits, AI usage, or add-on monetization.

• Nice-to-have: Basic SQL or data analysis skills.

• Nice-to-have: Experience in a fast-paced, high-growth environment.

🏝️ Benefits

• Compensation aligned with industry standards based on function, level, and location.

• Competitive salary range for U.S. locations.

• An inclusive workplace culture.

• Equal opportunity employer.

• Referral program.