Manager, Deal Desk

About the role

You will own the end-to-end lifecycle of non-standard commercial agreements and order forms for our ISV and MarTech North America Enterprise sales teams, acting as a strategic advisor to sellers. You will build and maintain trusted working relationships with aligned Sales leaders and serve as a key strategic advisor to all sellers within your portfolio. This role requires you to analyze tradeoffs across price, volume, and risk to ensure all deal structures align with Twilio's financial guardrails and objectives. You will lead the architecture, governance, and optimization of complex financial models and pricing frameworks for high-value opportunities. You will act as a "Player-Coach," managing deal flow while personally owning complicated deal work and coaching analysts. You will supervise the full quote-to-signature process, including Docusign execution and opportunity closure. You will collaborate with and establish trusted working relationships with cross-functional partners such as Product Management, Commercial Legal, Billing Operations, Order Management, and Finance. You will influence policy, process, and tooling automation requirements to improve the seller experience. You will enforce and define processes that shape the NAMER selling motion to create "Win-Win" structures for both customers and Twilio. You will be passionate, dedicated, and capable of understanding complex problems while providing clear explanations and sound solutions.

Key facts

What you'll do

Analyze and oversee the team's partnership with Sales to ensure commercially sound deals are structured and aligned with financial guardrails.

Build and maintain trusted working relationships with aligned Sales leaders and serve as a strategic advisor to all sellers on the NAMER team.

Lead the architecture, governance, and optimization of complex financial models and pricing frameworks for high-value, non-standard commercial deals.

Supervise end-to-end, quote-to-signature support for strategic deals, including pricing analysis, order form creation, redline evaluation, Docusign execution, and opportunity closure.

Act as a 'Player-Coach' for a team of analysts, managing deal flow and taking ownership of complicated deal work.

Collaborate with Product Management, Commercial Legal, Billing Operations, Order Management, and Finance to establish trusted working relationships.

Influence policy, process, and tooling automation requirements to improve operational efficiency and the seller experience.

Enforce and define process shaping the NAMER selling motion to appropriately structure deals and maintain a 'Win-Win' balance.

Provide clear explanations and solutions for complex problems, ensuring recommendations are sound and communicated effectively to stakeholders.

Support the creation and management of Order Forms (OF) from end-to-end for non-standard commercial agreements.

Evaluate and negotiate redlines to protect Twilio's interests while enabling customer success and deal closure.

Coordinate with Billing Operations and Order Management to ensure accurate and timely execution of deals and related documentation.

Partner with Finance to model various pricing scenarios and assess the financial impact of proposed deal structures.

Drive process improvements and automation opportunities within the deal desk workflow in collaboration with internal stakeholders.

Requirements

You must be authorized to work in the United States and require no sponsorship now or in the future for this role.

You must have at least 4 years of relevant experience in a deal desk, sales operations, or finance role within the technology or SaaS industry.

You must have demonstrated experience analyzing and structuring complex commercial agreements, including pricing, discounts, and payment terms.

You must have hands-on experience with financial modeling, pricing frameworks, and scenario analysis for large-scale deals.

You must have strong proficiency in spreadsheet tools such as Excel or Google Sheets, including advanced functions and data validation.

You must have experience managing stakeholder relationships and influencing cross-functional teams without direct authority.

You must have excellent written and verbal communication skills, with the ability to translate complex information into clear recommendations.

You must be comfortable working in a fast-paced, dynamic environment with shifting priorities and tight deadlines.

Nice to have

Experience with CRM systems such as Salesforce is preferred.

Experience with contract lifecycle management (CLM) tools is preferred.

Experience with internal sales supporting teams and order management systems is preferred.

Experience with automation platforms or tools is preferred.

Practical notes

This role is remote and based in the United States.

You may be asked to report in person on an ad-hoc basis for team gatherings, functional off-sites or customer meetings.