Job Summary
Position Overview
The Process Manager for Deal Strategy Support oversees the operational execution, compliance, and strategic alignment of transaction-related workloads, specifically managing the Configure, Price, Quote (CPQ) environment, and real-time support queues. This role acts as a critical liaison between functional teams, team leads, and internal partners to drive operational metrics, handle critical escalation pipelines, and maintain organizational compliance frameworks.
Please Note- Candidate should have minimum 2 years plus of experience in managing Lead to cash or order to cash portfolio – Portfolio size 50+
Key Responsibilities
Core Responsibilities & Current Activities
Operational Governance & Meeting Design:
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Design and maintain Deal Desk governance frameworks, operating models, approval structures, and standard operating procedures.
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Facilitate cross-functional deal review meetings involving Sales, Finance, Legal, Pricing, Commercial Operations, Delivery, and Risk teams.
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Establish meeting cadences, agendas, and review mechanisms to support efficient decision-making throughout the deal lifecycle.
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Lead governance forums for opportunity reviews, pricing validation, commercial assessments, and deal approvals.
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Ensure adherence to organizational policies, commercial guidelines, pricing frameworks, and contractual standards during deal evaluations.
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Coordinate stakeholder participation and alignment to drive informed and timely deal decisions.
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Prepare and present governance dashboards, decision summaries, meeting materials, action trackers, and performance reports for leadership reviews.
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Monitor governance effectiveness by tracking approval turnaround times, review outcomes, compliance metrics, and process adherence.
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Identify process inefficiencies and drive continuous improvement initiatives to enhance deal velocity, transparency, and operational consistency.
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Develop standardized governance templates, review checklists, and documentation practices to improve quality and consistency across deal reviews.
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Support leadership reviews by providing insights into pipeline health, deal complexity, pricing trends, commercial considerations, and approval metrics.
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Performance Metrics & Quality Optimization : Directs initiatives to decrease user-gap Dissatisfaction (DSAT) metrics. Leads cross-functional huddles focused on Case Follow-ups and management and establishing logical parameters to differentiate between controllable and uncontrollable DSAT drivers.
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Incident & Escalation Management: Investigates tool and platform discrepancies within real-time communication systems, handling incident management for critical scenarios .
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Knowledge Base Validation: Steers the creation and validation lifecycle (SME Validation, Training Validation, and Quality Validation) for operational updates and internal Knowledge Bases (KB).
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Policy Enforcement: Mandates strict adherence to live chat rules, technical error reporting, case closure schedules (e.g., post-24-hour unresponsiveness policies), and pre-clearance exceptions for high-priority streams like Fast Track deals.
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Resource Coordination: Manages shift coverage, leave distribution architecture (via categorized regional backup sheets), and team huddle alignment down to exact participant timelines and duration tracking.
Skill Requirements
Other Requirements
Required Qualifications & Competencies
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Framework Expertise: Deep operational familiarity with CPQ platforms, Salesforce/Vector service systems, and technical tracking applications (e.g., Buganizer).
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Methodology Proficiency: Competency utilizing structured quality methodologies, such as Fishbone analysis and co-relation studies.
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Strategic Alignment: Proven experience collaborating natively with global cross-app environments and multi-tiered workflow stakeholders.