We are looking for a Customer-Facing Deal Desk & Renewal Operations Specialist/Manager to support our Sales and Customer Success teams by optimizing deal structuring, pricing approvals, contract execution, and renewal management. This role serves as a key point of contact for customers, ensuring a smooth and transparent deal experience while aligning with internal policies and revenue goals.
Key Responsibilities
Customer-Facing Deal Structuring & Review
- Act as a trusted advisor to Sales and Customer Success teams, guiding them and customers through deal structuring, pricing, and contract negotiations.
- Engage directly with customers to provide clarity on pricing, terms, and approval processes.
- Ensure all deals align with company policies, revenue recognition guidelines, and profitability goals.
- Support non-standard deal approvals, including pricing exceptions and custom contract terms.
Renewal Management & Customer Retention:
- Own the renewal process, ensuring timely renewals and minimal churn.
- Work closely with Customer Success and Account Management teams to track upcoming renewals and expansion opportunities.
- Provide guidance on renewal pricing strategies, upsell/cross-sell opportunities, and contract negotiations.
- Develop and optimize renewal forecasting models to support revenue planning.
Quote-to-Cash Process Optimization:
- Manage the end-to-end deal desk process, ensuring efficiency and accuracy in deal execution.
- Partner with Sales Operations to improve CRM (Salesforce, HubSpot, or equivalent) workflows.
- Identify bottlenecks in the sales cycle and recommend process improvements.
Data & Reporting:
- Monitor deal performance metrics and provide insights to Sales leadership.
- Develop dashboards and reports to track approval trends, discounting patterns, and deal cycle efficiency.
- Provide recommendations to enhance sales forecasting accuracy.
Cross-Functional Collaboration:
- Work closely with Sales, Finance, Legal, and Customer Success teams to ensure seamless deal execution.
- Support Sales Enablement initiatives by training sales teams on deal desk processes and policies.
- Collaborate with Product and Engineering to provide feedback on pricing strategy and product bundling.
Pricing & Discount Analysis
- Evaluate pricing discount requests.
- Provide insights and recommendations to sales teams to enhance deal profitability.
- Assist in the development of pricing models and discount frameworks.
Qualifications & Experience
- 8-10 years of experience in Deal Desk, Sales Operations, Revenue Operations, or a related field, preferably in a SaaS company.
- Strong understanding of B2B SaaS pricing models, contract structures, and revenue recognition principles.
- Proficiency in CRM systems (Salesforce preferred), CPQ tools, and Excel/Google Sheets for pricing analysis.
- Excellent analytical skills and attention to detail.
- Strong communication and negotiation skills to collaborate with cross-functional teams.
- Ability to work in a fast-paced, high-growth environment with shifting priorities.
- Bachelor's degree in Business, Finance, or a related field.
About Eltropy (www.eltropy.com)
Eltropy is a rocket ship FinTech on a mission to disrupt the way people access financial services. Eltropy enables financial institutions to digitally engage in a secure and compliant way. Using our world-class digital communications platform, community financial institutions can improve operations, engagement and productivity. CFIs (Community Banks and Credit Unions) use Eltropy to communicate with consumers via Text, Video, Secure Chat, co-browsing, screen sharing and chatbot technology — all integrated in a single platform bolstered by AI, skill-based routing and other contact center capabilities.
Eltropy Values:
- Customers are our North Star
- No Fear - Tell the truth
- Team of Owners
Eltropy is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
