Role Overview
We are seeking an accomplished Director of Deal Desk Operations to lead and scale our deal structuring, pricing strategy, and contract execution processes. This pivotal role will serve as a strategic partner to Sales, Customer Success, and Finance leadership, shaping commercial best practices and driving profitable revenue growth. The Director will be responsible for building a high-performing Deal Desk function, optimizing the quote-to-cash process, and serving as the primary escalation point for complex, high-value customer engagements.
Key Responsibilities
Strategic Leadership & Stakeholder Management
- Lead, mentor, and develop a team of Deal Desk professionals, fostering a culture of operational excellence and continuous improvement.
- Collaborate closely with Sales, Finance, and Legal to define and enforce deal policies, pricing guidelines, and approval matrices.
- Act as the primary escalation point for non-standard deals, ensuring alignment with corporate strategy and financial objectives.
- Provide strategic guidance to Customer Success and Account Management teams on renewal pricing, upsell, and cross-sell opportunities; partner with Renewal AEs on key customer negotiations.
- Partner with senior leadership to inform go-to-market strategies, product bundling initiatives, and commercial terms optimization.
Deal & Pricing Operations
- Oversee the end-to-end deal process, from approved quote through contract execution, ensuring speed, accuracy, and compliance.
- Engage directly with internal stakeholders and customers to clarify pricing, terms, and approval processes for complex transactions.
- Own pricing and discount analysis, delivering actionable insights to improve deal profitability and maintain pricing discipline.
Operational Excellence & Systems
- Drive the implementation, adoption, and optimization of CPQ and related sales systems to streamline the quote-to-cash process.
- Identify process inefficiencies and implement scalable improvements across the sales cycle.
- Design and deliver training for Sales and CS teams on deal desk policies, processes, and best practices.
Data, Analytics & Reporting
- Define and monitor KPIs for Deal Desk performance, including:
- Average deal cycle time
- Discount levels and margin impact
- Renewal rates and upsell revenue
- Forecasting accuracy
- Build and maintain dashboards providing real-time insights for executive leadership.
- Present regular performance updates and recommendations to senior leadership.
Qualifications & Experience
- 10+ years of progressive experience in Deal Desk, Sales Operations, or Revenue Operations, including at least 5 years in a leadership role within a B2B SaaS environment.
- Proven success building and leading high-performing Deal Desk or Commercial Operations teams.
- Deep expertise in SaaS pricing models, contract structures, and revenue recognition principles.
- Hands-on experience with Salesforce CRM and CPQ tools; experience leading a CPQ implementation is preferred.
- Strong analytical skills, including advanced Excel/Google Sheets modeling capabilities.
- Exceptional communication, negotiation, and stakeholder-management skills, with the ability to influence at all levels.
- Bachelor’s degree in Business, Finance, or related field required; MBA preferred.
- Occasional travel may be required for team or customer engagements.
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.
