Deal Desk Analyst

Job Description: Deal Desk Associate (Offshore)
Role Overview
The Deal Desk Associate serves as the foundational execution engine for daily, high-volume quote-to-order operations. Acting as a critical operational bridge between frontline field sales and the onshore Deal Desk, this role focuses on case triage, administrative execution, system workaround resolution, and standard quote generation.
The primary objective of this role is to eliminate operational friction and scale senior Deal Desk capacity by managing standard and recurring activities as the team evolves into a strategic "Revenue Architecture" engine.
Core Objectives & Impact
Accelerate Transaction Velocity: Drive high throughput and rapid SLAs for routine Deal Desk requests and activities.
Maintain Absolute Data Hygiene: Ensure data accuracy across Salesforce (SFDC) and CPQ systems to eliminate downstream billing, invoicing, and revenue recognition bottlenecks.
Deflect Administrative Drag: Triage incoming cases, enforce self-service engagement for basic queries, and route non-commercial tickets to cross-functional teams.
Enable Strategic Onshore Focus: Handle foundational operational tasks so onshore Deal Desk resources can focus on strategic, complex, nuanced and high dollar value activities.
Key Responsibilities
1. Case Triage, Queue Management & Deflection
Monitor regional Salesforce case queues (AMER, EMEA, or APAC) and apply priority tags to maintain intake governance.
Validate intake completeness (e.g. Custom SKU requests) and clarity of incoming requests before handing them off to onshore Deal Desk teams.
Redirect sellers asking basic operational or "how-to" questions to self-service enablement platforms (e.g., Genie, Assistant, Highspot job aids).
Identify and transfer out-of-scope non-commercial requests (e.g., VAT updates, billing address changes, standard NDAs) directly to Legal or Accounting.
2. Quoting & Administrative Execution
Manage standard "generate paper" requests due to seller system limitations or specific segment use cases (e.g., public sector, WORD for redline requests).
Manually adjust Subscription Orders (SO) and Statements of Work (SOW) to complete data requirements or format to meet customer requirements.
Fulfill and attach standard pre-signed contract exhibits, including DORA, DPA, BAA, Code of Conduct, Security Standards, and Letters of Authorization, within guidelines.
Generate ad-hoc $0 amendment orders for standard policy terms (e.g., Generative AI opt-in agreements).
Support the M.A.C.S. process.
Track Sales Order rejections in coordination with Order Management to resolve data mismatches.
Resolve routine CPQ lockout errors and quote save failures for Sales.
Execute ad-hoc Salesforce user acceptance testing (UAT) on enhancement requests.
Required Skills & Experience
Education: Bachelor’s degree in Business, Finance, Operations, or equivalent practical experience.
Experience: 0-2+ years of experience in business support or order management.
System Proficiency: Hands-on experience or familiarity with enterprise CRM platforms (Salesforce preferred) and CPQ tools.
Attention to Detail: Exceptional precision in checking data inputs, contract terms, and system configurations.
Process Compliance: Strict adherence to established playbooks, workflows, and escalation protocols.
Communication: Clear, concise communication skills.
Problem-Solving & Coachability: Strong desire to learn, adapt to workflow changes quickly, and take feedback constructively.