Senior Manager, Deal Desk

At Talkdesk, we are courageous innovators focused on redefining the customer experience, making the impossible possible for companies globally. We champion an inclusive and diverse culture representative of the communities in which we live and serve. And, we give back to our community by volunteering our time, supporting non-profits, and minimizing our global footprint. Each day, thousands of employees, customers, and partners all over the world trust Talkdesk to deliver a better way to great experiences.

We are recognized as a cloud contact center leader by many of the most influential research organizations, including Gartner and Forrester. With $498 million in total funding, a valuation of more than $10 Billion, and a ranking of #8 on the Forbes Cloud 100 list, now is the time to be part of the Talkdesk legacy to help accelerate our success in a new decade of transformational growth.

At Talkdesk, we embrace FAST, our fundamental operating principles that define who we are as an organization. These principles drive us to make the impossible possible. FAST: Focus + Accountability + Speed = Talkdesker.

• Focus: Focus time, energy and attention on what is most impactful for the business and thoughtful about how and when to partner with others.
• Accountability: Hold self and others accountable to meet commitments and drive results. Accept responsibility for successes and failures.
• Speed: Execute with agility and urgency. Act promptly, decisively, and without delay. Make good and timely decisions that keep the organization moving forward.
• Talkdesker: YOU!

In this role, you will help support our Deal Desk function with non-standard and complex deal creation. You will provide assistance to the Sales team and stakeholders in the structuring and documentation of complex deals while adhering to policies, processes, programs, and systems that affect the deal structure, bookings, and provisioning process. As a Senior Manager, Deal Desk you’ll need to be organised, passionate, and have the ability to understand complex problems while providing explanations and solutions which are sound and clearly communicated. 

Responsibilities:

• Serve as a trusted advisor on deal structuring. Primary responsibility will be managing an inbound queue of deal related requests and questions relating to CPQ and the deal approval process. Effectively receiving, responding, and working to help solve the request with the requestor in a timely manner will be key to the role's success. 
• Engage and follow up with all internal stakeholders to keep complex and urgent deals progressing. Remove perceived or possible barriers in the process to avoid issues, including the Legal, Billing, Finance and Global Revenue Operations teams. 
• Serve as a subject matter expert on multi-element deal structure (usage/consumption, concurrent, seasonal, and ramped orders), including knowledge of the products, pricing, approval process and revenue recognition impact. 
• Manage and support sales contracting flow from quote-to-cash. This includes but not limited to proposal building, effective quote generation, deal review and approvals, referring deals to relevant stakeholders for approval when necessary, 
• Manual contract drafting when needed and contract close via Salesforce CPQ, Adobe Acrobat and Docusign CLM. 
• Identify and communicate process improvements/recommendations and collaborate to drive implementation 
• Support ad-hoc requests and projects related to the overall deal motion, CPQ system, and Revenue Operations team. 

Required Skills:

• Bachelor's degree 
• 8-10 years of experience in Deal Desk, Sales/Deal Support, Revenue Operations, Billing Operations, or Order/Deal Management. 
• Experience with SFDC (Recommended experience with a CPQ system) 
• Flexible with high volume requests at the end of month/quarter and willing to support deals outside working hours.
• Familiarity with the opportunity-to-cash cycle, order processing, revenue recognition, legal process and documents, etc. 
• Ability to work quickly and efficiently under changing conditions and timelines 
• Ability to thrive in a multicultural team environment 
• Ability to prioritise and multitask 
• Good communicator who can control the communication flow via multiple channels (Slack, email, Zoom)

Work Environment and Physical Requirements:

Primarily office-environment work, extended periods of sitting or standing, computer-based work. Limited lifting, and equipment usage limited to computer-related equipment (keyboards, mouse, etc.)

The Talkdesk story hinges on empathy and acceptance. It is the shared goal among all Talkdeskers to empower a new kind of customer hero through our innovative software solution, and we firmly believe that the best path to success for our mission is inclusivity, diversity, and genuine acceptance. To that end, we will hire, promote, work along, cheer for, bond with, and warmly welcome into the Talkdesk family all persons without regard to ethnic and racial identity, indigenous heritage, national origin, religion, gender, gender identity, gender expression, sexual orientation, age, disability, marital status, veteran status, genetic information, or any other legally protected status.