Commercial Desk Specialist

Introduction

The Commercial Desk Specialist supports New Business, Renewals, and Existing Customer commercial activity through a centralized Desk model. The role is responsible for managing contract service requests (CSRs), supporting deal structuring, pricing (including ramps and bundles), contract generation, and coordinating contract execution with Legal and internal stakeholders.
The Commercial Desk Specialist acts as the operational and commercial support function for Sales and Customer Success, ensuring deals are structured correctly, documented properly, processed efficiently, and tracked through to completion.

Job Responsibilities

1. CSR & Desk Request Management
•    Ensure all requests are logged and tracked via the CSR system 
•    Review, triage, and manage CSR queues and priorities 
•    Track CSR stages and ensure requests progress through workflow 
•    Maintain accurate documentation and audit trail for all requests 
•    Close CSRs once contracts or requests are completed 
•    Support improvements to CSR workflow, stages, and tracking 
•    Manage both standard and complex requests, escalating where required 

2. New Business Deal Support
•    Support Sales with New Business deal structuring and approvals 
•    Assist with:

Ramp deals (multi-year pricing structures) 
Bundle pricing and packaging 
Discount approvals and pricing checks 
Non-standard deal structures 
•    Ensure deals are correctly structured in SFDC and CPQ 
•    Generate contracts and documents using Conga 
•    Ensure pricing, terms, and commercial structure align with approvals and policy 
•    Support Sales during month-end and quarter-end deal cycles 

3. Renewals & Existing Business Support
•    Support processing of: 
o    Contract renewals 
o    Amendments and changes 
o    Extensions and restructures 
o    Price uplifts / CPI increases 
o    Existing customer commercial requests 
•    Work closely with Sales and Customer Success on renewals and post-sale changes 
•    Ensure renewals and amendments are processed accurately and on time 
•    Help prevent revenue leakage by ensuring pricing and uplifts are correctly applied 
•    Support month-end and quarter-end renewal peaks 

4. Contract & Legal Handoff Process
•    Desk responsible for commercial sections of contracts and order forms 
•    Legal responsible for legal terms and non-standard clauses 
•    Coordinate contract workflow between Desk and Legal 
•    Ensure final documentation and summary notes are attached to CSR 
•    Maintain clear ownership and accountability throughout the process 
•    Flag non-standard terms or risks for Legal review 
•    Desk completes and closes CSR once contract is executed 

5. Systems & Commercial Knowledge
The Desk Specialist must maintain working knowledge of:
•    Salesforce (SFDC) – Accounts, Opportunities, Contracts 
•    CPQ – Pricing, bundles, ramp structures, approvals 
•    Conga – Contract and document generation 
•    CSR / Ticketing system 
•    Contract structures and agreement types 
•    Pricing and discount policies 
•    Revenue and pricing implications 
•    Documentation and approval requirements 

The Desk acts as a primary advisory point for Sales and Customer Success on deal structure, pricing, and contract process.

6. Continuous Improvement & Desk Operations
•    Participate in weekly Desk team meetings 
•    Share knowledge and best practices 
•    Identify process improvement opportunities 
•    Help improve Desk documentation and processes 
•    Support automation and system improvements 
•    Help improve Desk throughput, quality, and cycle times 

Knowledge and Experience

•  3–5 years' experience in Commercial Operations, Sales Operations, Deal Desk, Contract Administration, Renewals, or a similar commercial support role.
• Experience supporting contract lifecycle processes, including new business, renewals, amendments, and commercial requests.
• Working knowledge of pricing structures, discounting, approvals, and commercial governance.
• Experience using Salesforce (SFDC), CPQ, and contract generation tools such as Conga or equivalent systems.
• Strong attention to detail with the ability to manage multiple requests and meet deadlines in a fast-paced environment.
• Experience working with cross-functional stakeholders including Sales, Customer Success, Legal, Finance, and Operations.
• Strong analytical, problem-solving, and communication skills.

Education

Bachelor's Degree and relevant experience

Competencies