Job Description
Key Responsibilities:
Deal Structuring & Quote Support
Support HC CA Sales teams by reviewing and guiding the preparation of accurate, compliant quotes in Salesforce CPQ
Review complex or high-impact HC CA deal requests to ensure pricing accuracy, discount alignment, SKU compatibility, and correct approval routing
Act as the first escalation point for HC CA deal exceptions, tight timelines, and policy-related questions during EST hours
Queue & Case Management (Core KRA)
Own and actively manage erroneous contract queues for HC CA, ensuring timely assignment to the team and driving resolution within defined SLAs
Monitor and manage approval queues across Salesforce CPQ, Ironclad, and other deal-related systems, ensuring approvals move efficiently and blockers are addressed proactively
Oversee support intake via Slack, JSM, and email, ensuring tickets are triaged, assigned, tracked, and resolved effectively
Identify aging items, recurring issues, or bottlenecks across queues and escalate risks proactively to RevOps leadership
Sales Enablement & Stakeholder Collaboration
Partner closely with HC Sales and Sales leadership to support active deal cycles and unblock issues quickly
Coordinate with Finance, Legal, and RevOps leadership to resolve HC deal exceptions and approval delays
Reinforce best practices around deal structure, approvals, and administrative requirements with HC Sales teams
Customer-Facing Admin Alignment
Ensure billing frequency, payment terms, invoicing details, PO requirements, and tax fields are accurately captured at the quote stage
Validate customer-specific administrative requirements to minimize downstream issues during booking, invoicing, or implementation
Process & Policy Governance
Ensure adherence to company policies related to pricing, discounting, revenue recognition, and approvals
Maintain audit-ready documentation for deal reviews, approvals, and escalations
Identify recurring deal errors or approval delays and recommend process or system improvements
Salesforce & Tool Support
Use Salesforce/Sigma dashboards and queue views to monitor deal volumes, turnaround times, error trends, and SLA adherence for HC CA
Support UAT and rollout of CPQ, Ironclad, or workflow enhancements impacting deal or approval queues
Team Leadership & Execution
Provide day-to-day guidance, workload prioritization, and quality checks for Deal Desk / RevOps Associates supporting HC CA
Ensure balanced distribution of work across queues and timely completion of assigned items
Support onboarding, training, and ongoing coaching to maintain consistent execution standards
Track and report on team KPIs including turnaround time, error resolution rate, queue aging, and SLA performance
Qualifications:
Education & Experience
Bachelor’s degree in finance, Business, Economics, or a related field
7–9 years of experience in Revenue Operations, Sales Operations, Deal Desk, or Quote-to-Cash roles within SaaS or B2B environments
Prior experience handling queues, approvals, or case management functions preferred
Experience supporting US-based Sales teams is a strong advantage; exposure to segment-specific or enterprise accounts (e.g., HC / CA) is a plus
Skills & Tools
Strong working knowledge of Salesforce and CPQ; familiarity with Ironclad, JSM, or similar workflow tools is a plus
Solid understanding of SaaS deal structures, pricing models, and approval workflows
Strong organizational and prioritization skills, with the ability to manage multiple queues simultaneously
Clear, confident communication skills for interacting with Sales, Finance, and Legal stakeholders
Willingness and ability to work EST hours consistently
