Analyst, Deal Optimization Team (Deal Desk) (Hybrid)

About KnowBe4

KnowBe4, the provider of the world's largest security awareness training and simulated phishing platform, is used by tens of thousands of organizations around the globe. KnowBe4 enables organizations to manage the ongoing problem of social engineering by helping them train employees to make smarter security decisions, every day.

Fortune has ranked us as a best place to work for women, for millennials, and in technology for four years in a row! We have been certified as a "Great Place To Work" in 8 countries, plus we've earned numerous other prestigious awards, including Glassdoor's Best Places To Work.

Our team values radical transparency, extreme ownership, and continuous professional development in a welcoming workplace that encourages all employees to be themselves. Whether working remotely or in-person, we strive to make every day fun and engaging; from team lunches to trivia competitions to local outings, there is always something exciting happening at KnowBe4.

We are searching for a detail-oriented Deal Desk Analyst with exceptional customer service skills to join our dynamic global Revenue Operations team. This individual will help build up our Deal Desk team and provide expert deal analysis and evaluation to ensure optimal deal structure, pricing, and terms to maximize revenue. This role requires cross-functional collaboration with Legal, Finance, Order Processing, Global Sales and Customer Success teams, an exceptional understanding of sales processes, legal contract constructs, and a passion for achieving operational excellence, revenue optimization and delivering exceptional customer service.

Responsibilities:

• The Deal Optimization Team (aka Deal Desk) team is a new organization at KnowBe4 and this role will begin with an initial charter focused on serving as a primary point of contact and advocate for Global KnowBe4 Sales and Customer Success teams, providing guidance on pricing and discounting, contract term options, and managing a deal exception process. In subsequent phases the role may take on functions related to helping educate and support the Sales and Customer Success teams regarding pricing and discounting strategies, levers and options to address customer needs, supporting deal structuring options, coaching sellers/CSMs on value-selling, proposing other levers as alternatives to discounting, support in packing of deals, advanced quoting, supporting sellers and CSMs with contract negotiations with customer procurement, and legal contract initial review and options.
• Help design, build and support the end-to-end deal desk processes and policies, including liaising with stakeholders in Legal, Finance, Order Processing, Sales, and Customer Success to expedite deal approvals and deal bookings.
• Provide guidance and support to the Sales and Customer Success teams as they build business cases for exception requests.
• Identify and report on the need for policy and process changes, recommend, design, implement and communicate updates/changes to internal teams, ensuring field understanding and adherence to best practices.
• Collaborate with IT to define, design, document needs for enhancing systems and reporting and maintain data hygiene across sales-related databases and tools.
• Measure and report on key performance indicators to track the progress, effectiveness and efficiency of Deal Desk operations and provide transparency to our internal customers. Provide recommendations in assist in building out the appropriate KPIs and reporting.
• Help utilize pricing tools and ensure that all discounts and special pricing arrangements adhere to company policies.
• Facilitate deal approvals by compiling necessary information for presentation to stakeholders for decision-making.
• Ensure that data related to deals is accurately entered and managed within Salesforce.
• Collaborate on the creation, enhancement and improvement of reporting that tracks deal conversion rates, average sales cycles, and other KPIs related to the sales process.
• Optimize the deal desk processes to improve deal velocity and sales productivity.

Requirements:

• Bachelor's degree in Business Administration, Finance, or a related field required
• 2 years minimum Deal Desk experience in a SaaS company
• Proficiency with Salesforce, CPQ and Excel
• Desire to truly hear, understand and empathize with Sales needs to provide exceptional customer service with every interaction, while balancing the requirement to adhere to guardrails needed by Legal and Finance. 
• Exceptional analytical abilities and relentless attention to detail
• Energetic self-starter with a 'Sales/Customer Success Friendly' mentality who thrives in building trust and rapport in a cross-functional team setting, with