Deal Desk Lead

Who are we?

Founded in 2014 by Khadim Batti and Vara Kumar, Whatfix is a leading global B2B SaaS provider and the largest pure-play enterprise digital adoption platform (DAP). Whatfix empowers companies to maximize the ROI of their digital investments across the application lifecycle, from ideation to training to the deployment of software. Driving user productivity, ensuring process compliance, and improving user experience of internal and customer-facing applications.

Spearheading the category with serial innovation and unmatched customer-centricity, Whatfix is the only DAP innovating beyond the category, positioning itself as a comprehensive suite for GenAI-powered digital adoption, analytics, and application simulation. Whatfix product suite consists of 3 products - DAP, Product Analytics, and Mirror. This product suite helps businesses accelerate ROI on digital investments by streamlining application deployment across its lifecycle.

Whatfix has seven offices across the US, India, UK, Germany, Singapore, and Australia and a presence across 40+ countries.

Customers: 700+ enterprise customers, including over 80 Fortune 500 companies such as Shell, Microsoft, Schneider Electric, and UPS Supply Chain Solutions.

Investors: Raised a total of ~$270 million. Most recently Series E round of $125 Million led by Warburg Pincus with participation from existing investor SoftBank Vision Fund 2. Other investors include Cisco Investments, Eight Roads Ventures (A division of Fidelity Investments), Dragoneer Investments, Peak XV Partners, and Stellaris Venture Partners.

• With over 45% YoY sustainable annual recurring revenue (ARR) growth, Whatfix is among the "Top 50 Indian Software Companies" as per G2 Best Software Awards.
• Recognized as a "Leader" in the digital adoption platforms (DAP) category for the past 4+ years by leading analyst firms like Gartner, Forrester, IDC, and Everest Group.
• The only vendor recognized as a Customers' Choice in the 2024 Gartner Voice of the Customer for Digital Adoption Platforms has once again earned the Customers' Choice distinction in 2025. We also boast a star rating of 4.6 on G2 Crowd, 4.5 on Gartner Peer Insights, and a high CSAT of 99.8%
• Highest-Ranking DAP on 2023 Deloitte Technology Fast 500 North America for Fourth Consecutive Year
• Won the Silver for Stevie's Employer of the Year 2023 – Computer Software category and also recognized as Great Place to Work
• Only DAP to be among the top 35% companies worldwide in sustainability excellence with EcoVadis Bronze Medal
• On the G2 peer review platform, Whatfix has received 77 Leader badges across all market segments, including Small, Medium, and Enterprise, in 2024, among numerous other industry recognitions.

Job Overview

We are looking for a strategic and detail-oriented Deal Desk Manager to own and evolve a critical function currently focused on order booking and downstream integration with ERP and invoicing systems. This is a high-impact role for someone who thrives in operational execution but also brings a visionary mindset to build a strategic Deal Desk capability that can support scalable growth, improve deal velocity, and enable commercial success.

You will be the single point of accountability for ensuring order accuracy, system handoffs, and revenue compliance today — while shaping a function that partners closely with Sales, Legal, Finance, and RevOps to drive strategic deal structuring, pricing governance, and operational excellence in the future.

Key Responsibilities

Current Scope – Operational Excellence

• Execute and manage the end-to-end Order Booking process, ensuring complete, accurate, and timely booking of all customer contracts.
• Ensure smooth handoffs between CRM, ERP, and invoicing systems in coordination with Finance, Revenue Accounting, and IT teams.
• Monitor deal documentation, billing terms, and approval requirements to ensure compliance and audit readiness.
• Maintain SLAs for order processing and provide visibility into booking timelines and bottlenecks.

Future Scope – Strategic Deal Desk Build-Out

• Envision and build the next phase of the Deal Desk function — expanding beyond order booking into pricing strategy, deal structuring support, and policy governance.
• Partner with Sales Leadership, RevOps, Legal, and Finance to design scalable approval workflows, discounting frameworks, and custom deal support models.
• Drive initiatives to reduce deal cycle time, improve data quality, and enhance sales productivity, reduce loss rates due to pricing through automation and process simplification.
• Introduce deal intelligence dashboards to provide visibility into non-standard deal trends, pricing behavior, and commercial risks.

The detailed future scope includes:

1.Strategic Process Optimization

• Redesign deal workflows and approval matrices to reduce cycle time and friction.
• Standardize non-standard deal handling and introduce automation where applicable.
• Continuously assess current-state gaps and implement scalable, repeatable processes to support evolving sales motions and product offerings.

2.Deal Management & Support

• Provide hands-on support for complex, non-standard deals, ensuring alignment with company policies and risk thresholds.
• Act as the point of contact for Sales during deal cycles, offering guidance on pricing, discounting, T&Cs, and structure.

3.Commercial Systems Ownership

• Own and administer CPQ (Configure-Price-Quote) and CLM (Contract Lifecycle Management) systems in partnership with RevOps and IT.
• Define business requirements for tooling enhancements and system integrations with CRM, ERP, and billing platforms.
• Drive adoption, usage hygiene, and performance of commercial systems to support efficient quoting, approvals, and contracting.

3.Sales Enablement & Training

• Create and maintain playbooks, process documentation, and training programs for Sales, Finance, and Legal stakeholders.
• Run onboarding and refresher sessions on pricing guidelines, approval workflows, deal structuring, and system usage.
• Act as a subject matter expert and escalation point for complex deal scenarios.

4.Reporting & Insights

• Develop dashboards and reports to monitor deal desk metrics such as deal velocity, policy exceptions, approval times, and discount trends.
• Partner with leadership to deliver actionable insights that drive pricing strategy, sales performance, and compliance.
• Establish feedback loops with Sales and Finance to continuously refine deal desk strategy and operations.

5.Cross-Functional Strategic Partnership

• Collaborate with GTM, Legal, Product, and Finance teams to support pricing changes, new product launches, or GTM motions.
• Influence policy development and ensure scalable governance for global selling and contracting processes.
• Serve as a trusted advisor to Sales leadership on commercial deal execution.

Qualifications

• 5–8 years of experience in Order Management, Deal Desk, Sales/Revenue Operations, or Commercial Finance, preferably in a high-growth B2B SaaS environment.
• Strong understanding of quote-to-cash processes, SaaS billing models, and revenue recognition principles.
• Hands-on experience with Salesforce, CPQ tools, CLM and ERP systems (e.g., NetSuite); strong working knowledge of invoicing and downstream system dependencies.
• Proven ability to execute with precision while identifying and acting on strategic opportunities to scale a function.
• Comfortable working cross-functionally, with strong relationship-building skills across Sales, Finance, Legal, and IT.
• Highly detail-oriented, data-driven, and able to prioritize in a dynamic, fast-paced environment.
• Strong communicator and process thinker, with the ability to both manage today's workflows and build tomorrow's playbooks.

Note:

• We strive to live and breathe our Cultural Principles and encourage employees to demonstrate some of these core values - Customer First; Empathy; Transparency; Fail Fast and scale Fast; No Hierarchies for Communication; Deep Dive and innovate; Trust, Do it as you own it;
• We are an
  equal opportunity employer
  and value diverse people
  because of
  and not in spite of the differences. We do not discriminate on the basis of race, religion, color, national origin, ethnicity, gender, sexual orientation, age, marital status, veteran status, or disability status.