Deal Desk Specialist

We are seeking a highly motivated and detail-oriented Deal Desk Specialist to join our team in commercial business & sales operations for a hi-tech product client. The ideal candidate will be responsible for managing deal registration, claims support, quote and special pricing requests, user support, testing and troubleshooting, and workflow routing and tracking. This role requires a strong understanding of Salesforce and excellent communication skills to interact with various stakeholders.

• Review negotiated pricing requests and escalate or reconfigure based on business policy and process.
• Verify claims against approved deals and resolve discrepancies during claims processing.
• Maintain accurate deal details in Salesforce and ensure compliance through documentation.
• Respond to internal queries from cross-functional teams and provide updates to keep deals cycle on schedule.
• Create quotes and special pricing requests on behalf of resellers as requested by business stakeholders.
• Ensure all quotes and special pricing are built based on business policies and rules.
• Liaise with distributors to resolve clarifications on changes to quotes.
• Notify distributors when quotes are approved or rejected, with clear next steps.
• Provide Level 1 support for distributors, resellers, and cross-functional users related to CPQ and PRM modules of Salesforce.
• Conduct User Acceptance Testing (UAT) based on test use cases and provide feedback.
• Resolve or escalate issues based on the issue triaging and troubleshooting process.
• Analyze Deals and Opportunity data anomaly reports before weekly reviews with operations team and highlight genuine issues.
• Generate weekly status updates on top issues pending resolution with operations team.
• Track operational friction points impeding the deals process workflow and create task backlog for optimization.
• Publish reports on an agreed cadence to highlight and prioritize issues.
• Leverage Salesforce reports and analytics to extract insights and trends related to deal performance.
• Analyze current workflows to identify and implement areas for process improvement and automation.
• Actively participate in post-deal analysis to identify successes, challenges, and areas for improvement.
• Complete tasks within agreed timelines with accuracy and meeting customer satisfaction levels.
• Produce KPI reports on activity types, volume, and service level metrics and share with stakeholders regularly.

Qualifications:

• Bachelor’s degree in business, Finance, or related field.
• Proven experience in a deal desk or sales operations role for enterprise businesses (B2B).
• Strong understanding of Salesforce and CPQ/PRM modules.
• Experienced in utilizing collaboration and productivity tools, including Google Docs and Excel functions such as pivot tables and VLOOKUP.
• Excellent communication and interpersonal skills.
• Ability to work independently and manage multiple tasks simultaneously.
• Detail-oriented with strong analytical and problem-solving skills.