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.

• 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
• 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

• 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
• 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

• 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

• 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

• 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.

Bachelor's Degree and relevant experience

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.