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About the Role

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, contract generation, and coordinating contract execution with Legal and internal stakeholders. This role 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.

Responsibilities

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
Support Sales with New Business deal structuring and approvals
Assist with ramp deals, bundle pricing and packaging, discount approvals and pricing checks, and 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
Support processing of contract renewals, amendments and changes, extensions and restructures, price uplifts / CPI increases, and 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
Desk responsible for commercial sections of contracts and order forms
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
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

Requirements

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

Skills

Salesforce (SFDC)
CPQ
Conga
CSR / Ticketing system
Contract structures and agreement types
Pricing and discount policies
Revenue and pricing implications
Documentation and approval requirements

Experience Level

3-5 years

Education Level

Bachelor's Degree

About the Company

Optimizely is a MarTech company providing AI-powered content creation, world-class CMS, and an experimentation platform.
10,000+ brands including H&M, PayPal, and Zoom use Optimizely.
Gartner, Forrester, and IDC recognize Optimizely as a leader in MarTech.
The company has 1,600+ employees across 12 global offices.
Optimizers are described as curious, collaborative, and human.
The company culture values real conversations, big ideas, and collaboration.

Equal Opportunity

Optimizely is committed to a diverse and inclusive workplace.
Optimizely is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.