Director, Deal Desk

Location Remote (US)

WHO WE ARE

Certinia delivers a Services-as-a-Business platform that powers and connects all aspects of services operations, from services estimation and delivery to customer success management and financial planning and accounting. The company’s Professional Services Automation (PSA), Customer Success (CS), and Financial Management (FM) solutions—delivered on Salesforce’s leading cloud platform—provide the ability to run a connected services business, deliver with intelligence, and achieve business agility. Headquartered in Austin, Texas with presence around the world, Certinia is backed by Haveli Investments, TA Associates, General Atlantic and Salesforce Ventures. For more information, visit www.certinia.com.

THE ROLE

This role reports to the Vice President of Commercial & Finance Operations, and is responsible for overseeing critical control functions in Certinia’s Quote to Cash process, specifically the Deal Desk & Renewal Operations Teams. You will be responsible for assisting Certinia’s Sales, Customer Success, and Professional Services teams to drive opportunities and orders through systems and processes. Key responsibilities include maintaining a controlled process for pricing and deal structuring, order form creation, contract management, renewal operations, and deal approvals.

At the core of the role are three main competencies:

1. Deep understanding of deal structure, pricing strategy, and revenue and margin optimization
2. Governance Process design and implementation
3. Ongoing approval and deal flow support

Success in the role requires an individual who is process oriented and can apply creative and original thinking. The person must have the ability to work across multiple departments as a trusted advisor and support the information and compliance requirements of Finance, Accounting, Legal, and Product.

WHAT YOU WILL DO IN THIS ROLE

• Manage and develop a global team of individuals involved in Deal Desk and Revenue Operations
• Maintain strong processes for the end-to-end deal flow from quote creation to booking/contract signing for both new business and renewals
• Leverage technology, including AI, wherever possible to automate repeatable tasks to enable the team to scale effectively to keep pace with growth
• Collaborate with Revenue Accounting to ensure deals are structured to comply with revenue recognition policies
• Document approval matrices and provide guidelines for approvals, SLAs and metrics
• Develop and implement end-to-end deal training across all stakeholder organizations
• Define guidelines, best practices and implement “deal room” tools and process
• Review all standard contracts submitted by sales
• Ensure that signed contracts are communicated to all relevant parties to provide contract visibility and awareness, interpretation to support implementation
• Work with Account Management and Customer Success teams to structure renewals on existing contracts in a manner that optimizes margins
• Ensure that signed agreements are communicated to all relevant parties to provide visibility to contractual obligations
• Collaborate with IT to automate CPQ process
• Share best practices with and provide training for sales team, peers, and partners to enhance the quality and efficiency of contracting processes and contribute to the company’s knowledge base
• Specific expertise in managing global pricing, regional compliance, and multi-currency deal structures

WHAT YOU NEED TO BE SUCCESSFUL IN THIS ROLE

• 10+ years total experience in a sales operations/deal support role
• Bachelor's degree or equivalent combination of education and experience
• Experience in Cloud/SaaS with subscription model
• Strong communication and presentations skills
• Ability to work with Field Sales and Senior Management on topics ranging from policy to process to deal strategy
• Comfortable partnering and engaging with cross-functional teams to ensure the best possible support for the sales teams & deal cycles
• Demonstrated ability to build successful relationships and partner with sales management
• Experience leveraging technology to support growth (specific AI experience a plus)
• Excellent communication and interpersonal skills with the ability to creatively solution issues
• Confident, self-starter, able to work with minimal direction
• Demonstrated ability to roll-up sleeves and work with team members in a hands-on management capacity
• Demonstrated commitment to high professional ethical standards and a diverse workplace
• Unquestionable integrity and discretion