Deal Desk

Levels

Deal Desk Specialist

The Deal Desk Specialist reports to Manager, Deal Desk.

Deal Desk Specialist Job Grade

The Deal Desk Specialist is a grade 5.

Deal Desk Specialist Responsibilities

Serves as the trusted advisor to the Sales team on deal structure and quoting, advises the team on alternative contract options, and/or value propositioning to help drive deal closure.
Monitors the Sales Support Slack channel to provide general assistance and advice on common deal questions and Quote to Cash process questions
Monitors the Sales Support case queue in Salesforce, consistently maintaining case SLAs
Partners with Field Sales to accelerate quoting process through operational efficiencies, training calls
Collaborates with impacted parties to identify solutions for common Quote to Cash errors
Personal Growth / Projects
- As time allows, focus on Quote to Cash process automation and improvement

Deal Desk Specialist Requirements

Demonstrated familiarity with the Enterprise SaaS/B2B Industry - Deal Desk, Order Management, Finance Operations, Sales Operations or Pricing experience preferred
Demonstrated ability to partner with GTM Teams and other cross functional departments
Experience in Direct and Channel Sales model is highly desirable
Basic understanding of revenue recognition rules
Highly organized, customer-focused, innovative and strong attention to details
Excellent communicator, self-aware, transparent, professional, and open to feedback
Ability to multitask and prioritize at times of high volume, schedule flexibility during End of Month, End or Quarter
Ability to prioritize and effectively manage distractions
Strong quantitative skills and highly proficient in gSuite, Salesforce.com
Basic knowledge and understanding of a CPQ tool
Interest in GitLab, and open source software, ability to use GitLab
You share our values, and work in accordance with those values

Deal Desk Specialist Performance Indicators

Sales Support Case SLA
Sales Support Slack SLA
Field Satisfaction
- Responsiveness to cases
- Efficiency in resolving issues
- Transparency in addressing ongoing problems, SLAs, and field expectations

Deal Desk Analyst

The Deal Desk Analyst reports to the Manager, Deal Desk.

Deal Desk Analyst Job Grade

The Deal Desk Analyst is a grade 6.

Deal Desk Analyst Responsibilities

Extends that of the Deal Desk Specialist responsibilities
Collaborates with impacted parties to identify acceptable options to facilitate deal closure
Maintains and enforces agreed upon departmental review and approval SLAs
Assists to interpret contractual language and escalate to ensure deals comply with revenue recognition and operational policies
Monitors the Sales Support Slack channel to provide assistance and advice on complex deal questions and advanced Quote to Cash related matters
Monitors the Sales Support Case queue, consistently maintaining case SLAs and handling complex and/or non-standard requests.
Partners with Sales Operations and Sales Systems teams to facilitate process and system improvements
Delivers relevant training to new and existing Sales reps on Deal Desk, Order Booking, and overall QTC best practices
Represents Sales Operations / Deal Desk in QBRs and other regional Sales team meetings
Personal Growth / Projects
- Focus on Quote to Cash process automation and improvement, improving day to day tasks for Sales / Deal Desk

Deal Desk Analyst Requirements

Demonstrated success in the Enterprise SaaS/B2B Industry - Deal Desk, Order Management, Finance Operations, Sales Operations or Pricing experience preferred
Demonstrated success partnering with GTM Teams and other cross functional departments
Experience in Direct and Channel Sales model
Strong understanding of software revenue recognition and order process principles required
Highly organized, customer-focused, innovative and strong attention to details
Strong business acumen, strong reporting and analytics, troubleshooting, problem-solving, and project management skills
Excellent communicator, self-aware, transparent, professional, and open to feedback
Ability to multitask and prioritize at times of high volume, schedule flexibility during End of Month, End or Quarter
Strong quantitative skills and highly proficient in gSuite, Salesforce.com, Zuora or similar CPQ tools
Interest in GitLab, and open source software, ability to use GitLab
You share our values, and work in accordance with those values

Deal Desk Analyst Performance Indicators

Sales Support Case SLA
Sales Support Slack SLA
Field Satisfaction
- Responsiveness to cases
- Efficiency in resolving issues
- Transparency in addressing ongoing problems, SLAs, and field expectations

Deal Desk Analyst (Alliances) Job Grade

The Deal Desk Analyst (Alliances) is a grade 6.

Deal Desk Analyst (Alliances) Responsibilities

Extends that of Deal Desk Analyst, while placing emphasis on Alliances deals.
Collaborates with impacted parties to identify acceptable options to facilitate Alliance deal closure
Manages and facilitates the Private Offer process in various Alliance marketplace portals, such as AWS and GCP
Maintains and enforces agreed upon departmental review and approval SLAs
Assists to interpret contractual language and escalate to ensure deals comply with revenue recognition and operational policies
Monitors the Sales Support Slack channel to provide assistance and advice on complex Alliance deal questions and advanced Quote to Cash related matters
Monitors the Sales Support Case queue, acts as primary contact for any Alliance deal-related questions or requests, while consistently maintaining case SLAs and handling complex and/or non-standard requests.
Partners with Sales Operations, Channel Operations and Sales Systems teams to facilitate process and system improvements
Partners with Channel Operations and Order Management to implement new Alliances marketplaces and continually create efficiency in existing Alliance deal processes
Delivers relevant training to new and existing Sales reps on Deal Desk, Order Booking, and overall QTC best practices
Represents Sales Operations / Deal Desk in QBRs and other regional Sales team meetings
Personal Growth / Projects
- Focus on Quote to Cash process automation and improvement, improving day to day tasks for Sales / Deal Desk

Deal Desk Analyst (Alliances) Requirements

Requires additional specialized knowledge of Alliances processes.
Demonstrated success in the Enterprise SaaS/B2B Industry - Deal Desk, Order Management, Finance Operations, Sales Operations or Pricing experience preferred
Demonstrated success partnering with GTM Teams and other cross functional departments
Experience in Direct and Channel Sales model
Experience in Alliance Marketplace transactions (AWS, GCP, IBM, RedHat, etc.) strongly preferred
Strong understanding of software revenue recognition and order process principles required
Highly organized, customer-focused, innovative and strong attention to details
Strong business acumen, strong reporting and analytics, troubleshooting, problem-solving, and project management skills
Excellent communicator, self-aware, transparent, professional, and open to feedback
Ability to multitask and prioritize at times of high volume, schedule flexibility during End of Month, End or Quarter
Strong quantitative skills and highly proficient in gSuite, Salesforce.com, Zuora or similar CPQ tools
Interest in GitLab, and open source software, ability to use GitLab
You share our values, and work in accordance with those values

Senior Deal Desk Analyst

The Senior Deal Desk Analyst reports to the Manager, Deal Desk.

Senior Deal Desk Analyst Job Grade

The Senior Deal Desk Analyst is a grade 7.

Senior Deal Desk Analyst Responsibilities

Extends that of the Deal Desk Analyst responsibilities
Acts as key advisor for the Field Sales and Deal Desk teams
Manages complex deals from concept to booking, including deal structure, quoting, pricing, and partnering with the Order Management team to ensure the deal is correctly booked.
Maintains and enforces agreed upon departmental review and approval SLAs
Assists to interpret contractual language and escalate to ensure deals comply with revenue recognition and operational policies
Oversees the Sales Support Slack channel to provide assistance and advice on complex deal questions and advanced Quote to Cash related matters
Oversees the Sales Support Case queue, consistently maintaining case SLAs and handling complex and/or non-standard requests.
Partners with Sales Operations and Sales Systems teams to facilitate process and system improvements, sales enablement and other special projects related to Quote to Cash
Delivers relevant training to new and existing Sales reps on Deal Desk, Order Booking, and overall QTC best practices
Responsible for training and onboarding new Deal Desk Hires
Represents Sales Operations / Deal Desk in QBRs and other regional Sales team meetings
Leads regular trainings, AMAs, office hours, and other Deal Desk enablement functions
Personal Growth / Projects
- Focus on Quote to Cash process automation and improvement, broader Field Operations projects, and working with cross functional teams at GitLab

Senior Deal Desk Analyst Requirements

Proven success in the Enterprise SaaS/B2B Industry - Deal Desk experience required
Proven success partnering with GTM Teams and other cross functional departments
Proven success in Direct and Channel Sales models
Strong understanding of software revenue recognition and order process principles required
Highly organized, customer-focused, innovative and strong attention to details
Strong business acumen, strong reporting and analytics, troubleshooting, problem-solving, and project management skills
Excellent communicator, self-aware, transparent, professional, and open to feedback
Ability to multitask and prioritize at times of high volume, schedule flexibility during End of Month, End or Quarter
Strong quantitative skills and highly proficient in gSuite, Salesforce.com, Zuora or similar CPQ tools
Interest in GitLab, and open source software, ability to use GitLab
You share our values, and work in accordance with those values

Senior Deal Desk Analyst Performance Indicators

Sales Support Case SLA
Sales Support Slack SLA
Field Satisfaction
- Responsiveness to cases
- Efficiency in resolving issues
- Transparency in addressing ongoing problems, SLAs, and field expectations

Manager, Deal Desk

The Manager, Deal Desk reports to the Senior Manager, Deal Desk.

Manager, Deal Desk Job Grade

The Manager, Deal Desk is a grade 8.

Manager, Deal Desk Responsibilities

People Manager to regional Deal Desk Specialist, Deal Desk Analyst, Senior Deal Desk Analyst roles, Order Management Specialist, and Senior Order Management Specialist roles.
Serves as the primary advisor to Regional Field Team on all deal related matters, advising the team on alternative contract options, and/or value propositioning to help drive deal closures
DRI to all Quote to Cash projects within supported region - responsible for delegating projects to team when applicable, reporting status of project to Sr. Manager Deal Desk
Owns day-to-day quote management and pricing approvals for the applicable region, ensuring compliance with published sales and business approval policies
Acts as point of escalation for regional deal-related matters
Advises on approval processes, approves exceptions as necessary
Assists to interpret contractual language and escalate to ensure deals comply with revenue recognition and operational policies
Develops and drives initiatives to improve productivity, Deal Desk improvements, company deal policies and simplifying processes throughout the Sales Operations and Sales Organization
Oversees Monthly Reconciliation processes
Partners with Sales Operations on process/system improvements, sales enablement and special projects
Delivers relevant training to new and existing Sales reps on Deal Desk, Order Booking, and overall QTC best practices
Represents Sales Ops / Deal Desk in Regional Leadership QBRs

Manager, Deal Desk Requirements

Proven success managing a Deal Desk function in the Enterprise SaaS/B2B Industry
Proven success partnering with GTM Teams and other cross functional departments
Strong experience in Direct and Channel Sales models
Strong experience in contract/legal negotiations with enterprise customers and working with enterprise sales teams.
Strong understanding of software revenue recognition and order process principles required
Highly organized, customer-focused, innovative and strong attention to details
Strong business acumen, strong reporting and analytics, troubleshooting, problem-solving, and project management skills
Excellent communicator, self-aware, transparent, professional, and open to feedback
Ability to multitask and prioritize at times of high volume, schedule flexibility during End of Month, End or Quarter
Strong quantitative skills and highly proficient in gSuite, Salesforce.com, Zuora or similar CPQ tools
Interest in GitLab, and open source software, ability to use GitLab
You share our values, and work in accordance with those values

Senior Manager, Deal Desk

The Senior Manager, Deal Desk reports to the Sr. Director, Sales Operations.

Senior Manager, Deal Desk Job Grade

The Senior Manager, Deal Desk is a grade 9.

Senior Manager, Deal Desk Responsibilities

Extends that of the Manager, Deal Desk responsibilities
Managing cross functional projects to improve the entire Quote to cash process
Create and deliver sales enablement on topics related to quoting, deal closure and bookings policy
Implement new software and software enhancements to support Sales needs
Work with finance to enforce and iterate on our bookings policies
Serve as principal liason with financial compliance teams

Senior Manager, Deal Desk Requirements

Extends that of the Manager, Deal Desk requirements
Demonstrated progressive proven success in Enterprise SaaS/B2B Industry, Deal Desk, Finance, Sales Operations or Pricing experience preferred
Familiarity with pre-IPO compliance topics
Strong executive presence

Senior Director, Deal Desk

The Senior Director, Deal Desk reports to the Sr. Director, Sales Operations.

Senior Manager, Deal Desk Job Grade

The Senior Director, Deal Desk is a grade 11.

Senior Director, Deal Desk Responsibilities

Extends that of the Senior Manager and Manager Deal Desk responsibilities
Global leader of Deal Desk Organization, Responsible for the success and Iteration of a comprehensive Deal Desk and Order Management organization from hiring, personnel management and enablement as well as process and policies
Manage a team of managers, each with their own direct reports
Primary owner of all Bookings reconciliations and fidelity
Create and deliver sales enablement on topics related to quoting, deal closure and bookings policy
Partner directly with Sales and Finance leaders to deliver timely solutions to customer needs
Work with our internal and external audit and accounting teams to enforce and iterate on our bookings policies
Implement new policies and capabilities to support a dynamic and growing business
Primary owner of SFDC Bookings fidelity and reconciliations

Senior Director, Deal Desk Requirements

Extends that of the Senior Manager, Deal Desk requirements
Demonstrated success in Deal Desk organizations supporting fast growing and complex sales team
Familiarity with public company compliance and audit requirements
Customer-focused solution mindeset is a must
Strong emotional intelligence and experience in multi-layered people management
Strong executive presence, ability to tell a story from data but also be succinct

Specialties

Performance Indicators

Sales Support Case SLA
Sales Support Slack SLA
Private Offer SLA
Field Satisfaction
- Responsiveness to cases
- Efficiency in resolving issues
- Transparency in addressing ongoing problems, SLAs, and field expectations
Sales KPIs.

Career Ladder

The next steps for the Deal Desk Job Family is to move to the Sales Operations Job Family.

Hiring Process

Applicants for this position can expect the hiring process to follow the order below. Please keep in mind that applicants can be declined from the position at any stage of the process. To learn more about someone who may be conducting the interview, find their job title on our team page.

Selected candidates will be invited to schedule a 30min screening call with one of our Global Recruiters
Next, candidates will be invited to schedule a first interview with the Hiring Manager
Next, candidates will be invited to interview with 2-5 Team Members
There may be a final executive interview

Additional details about our process can be found on our hiring page.

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Last modified October 31, 2023: Update links for all migrated sections (5f71f5a9)

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