Manager, Implementations
•Second Nature· 11h
⚙️ Operations⏰ Full-time🎯 Lead / Principal💰 $100k-120k🇺🇸 USA
11h ago
Triplewhale·about 1 month ago
Triple Whale is the AI operating system built for modern ecommmerce. We help you see what's actually working in your business, what's not, and what to do next. Then we take action for you — pausing the underperforming ad, generating the next batch of creative, flagging the inventory risk before it bites.
We pull every signal in your business into one place, and put it on the most trusted measurement foundation in the industry. And on top of that, we give you the most actionable AI in commerce — Moby 2 — letting you tap any LLM you want, grounded in the full context of your business. Moby 2 doesn't just surface insights, it executes decisions for you, with automations that make the rest of your stack smarter.
The result: more than 60,000 brands like Pressed Juicery, OUAI, and True Classic turn mountains of complex data into actions that actually grow profit, at a speed and scale that is not humanly possible.
Triple Whale is moving quickly across renewals, customer migrations, credits, usage, discounts, approvals, billing workflows, and commercial exceptions. As these motions continue to scale, we have a meaningful opportunity to strengthen the Deal Desk processes, systems, and operating rules that help teams evaluate requests, manage approvals, coordinate renewals, and handle customer-specific exceptions.
As the Deal Desk Operations Lead, you will assess the current Deal Desk motion, identify where workflows and systems can be simplified or improved, and bring more structure to how discounts, exceptions, approvals, renewals, credits, pauses, refunds, and billing-related requests are managed across the business.
You will work closely with Pricing & Packaging, RevOps, Finance, Sales, CS, Renewals, Billing, Product, Internal Systems, and Revenue Enablement to improve and automate Deal Desk processes so teams can move faster with clearer approval paths, better visibility, stronger field guidance, and fewer manual handoffs.
This is a highly cross-functional role for someone who can operate in ambiguity, build scalable process, support reps in the moment, and help Triple Whale evolve its quote-to-cash and commercial exception infrastructure.
Deal Desk Process Diagnosis and Improvement: Assess the current Deal Desk motion across discounts, approvals, renewals, billing exceptions, credits, refunds, pauses, usage-based pricing, and commercial concessions. Identify gaps, simplify workflows, and create a more scalable process based on prior Deal Desk / RevOps experience.
Non-Standard Deal Support and Pricing Guidance: Partner with Account Executives and Account Managers on non-standard deal structures, pricing guidance, discounting questions, customer-specific exceptions, and migration-related scenarios. Help reps navigate unusual commercial structures quickly and consistently, especially as Triple Whale continues to evolve packaging, usage, credits, and migration motions.
Discounting Guidelines and Approvals: Maintain discount thresholds, approved ranges, approval requirements, escalation paths, and audit expectations so teams know what can be offered, when approval is required, and how exceptions should be handled.
Commercial Exception Management: Manage intake, routing, follow-up, and resolution for non-standard requests, including discounts, concessions, credits, refunds, pauses, billing exceptions, renewal exceptions, and customer-specific commercial terms.
Renewal Operations and Scheduling: Coordinate renewal timing, scheduling, handoffs, and operational follow-through so upcoming renewals are proactively managed and the right teams have visibility ahead of time.
Customer Migration Support: Support customer migration by helping surface renewal timing, exception categories, discount implications, system requirements, and customer-specific review needs.
Credits, Usage, Add-ons, and Billing Workflows: Help clarify how credits, recurring usage, add-ons, feature access, and billing-related requests should move through Deal Desk workflows, internal systems, and customer-facing handoffs.
Training and Field Enablement: Coordinate, design, and deliver training materials for internal teams and stakeholders. Partner with Revenue Enablement to lead operational trainings for the field, ensuring Sales, CS, Renewals, and other teams understand Deal Desk policies, approval paths, migration rules, discounting guidelines, and exception workflows.
Reporting and Visibility: Create leadership visibility into discount usage, exception trends, renewal status, migration progress, approval bottlenecks, system gaps, and areas where process needs refinement.
Cross-Functional Execution: Partner with Sales, CS, Renewals, Finance, RevOps, Billing, Pricing & Packaging, Product, Internal Systems, Data, and Revenue Enablement to make sure Deal Desk workflows are understood, followed, and continuously improved.
Deal Desk / CPQ Solution Requirements: Translate Deal Desk workflow requirements into clear tooling requirements for Internal Systems / Product and help evaluate whether Triple Whale should introduce a dedicated Deal Desk, CPQ, or approval workflow platform.
6+ years of experience in Deal Desk, Revenue Operations, Billing Operations, Sales Operations, Pricing Operations, SaaS Operations, or a similar GTM operations role.
Strong understanding of SaaS billing, subscriptions, renewals, discounting structures, credits, add-ons, quote-to-cash workflows, Deal Desk systems, and commercial approvals.
Experience diagnosing and improving Deal Desk, approval, renewal, billing exception, or quote-to-cash workflows
Experience supporting Sales, Account Management, CS, or Renewals teams on non-standard pricing, commercial terms, approvals, or deal structure.
Experience with HubSpot, Salesforce, Stripe, Chargebee, NetSuite, Ironclad, DocuSign, Jira, or Deal Desk / CPQ tooling.
Experience managing cross-functional workflows across Sales, CS, Renewals, Finance, RevOps, BizOps, Product, and/or internal systems teams.
Strong operational judgment around when to create process, when to simplify, and when to escalate.
Ability to turn ambiguous business needs into clear operating rules, workflows, and requirements.
Comfort working with billing systems, CRM systems, approval workflows, contracts, and internal tooling.
Strong attention to detail in workflows where accuracy, approvals, and customer impact matter.
Ability to build trust with commercial teams while still maintaining process discipline.
Strong communication skills and the ability to explain policy, process, and tradeoffs clearly.
Ability to create clear training materials, field guidance, enablement resources, and process documentation for internal teams.
Experience implementing, administering, or evaluating Deal Desk, CPQ, CLM, or approval workflow software.
Experience supporting operational changes tied to pricing, packaging, renewals, migrations, usage-based pricing, or billing workflows in a SaaS business.
Experience with customer migration projects, packaging transitions, or legacy plan cleanup.
Experience building discount reporting, approval dashboards, Deal Desk SLAs, or renewal operating cadences.
Baseline knowledge of ASC 606 and revenue recognition implications of discounts, credits, refunds, pauses, usage-based pricing, and contract modifications.
Familiarity with usage-based pricing, credits, AI usage, or add-on monetization.
Basic SQL or data-analysis comfort to investigate discrepancies and validate business logic.
Experience working in a fast-moving, high-growth environment where systems and processes are still being built.
This role will help Triple Whale create a more scalable, consistent, and rep-friendly Deal Desk motion. You will help the business move faster while reducing confusion, improving approval discipline, increasing visibility, and making it easier for teams to manage complex renewals, migrations, usage, credits, discounts, and commercial exceptions.
You will help build the systems, workflows, and guidance that allow Triple Whale to scale commercial operations with greater clarity, consistency, and control.
Our compensation ranges are set using benchmarks from growth-stage companies and factor in function, level, and location—so everything stays balanced and competitive. The range listed on each job posting reflects the minimum and maximum target salary across all U.S. locations.
Triple Whale is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
If you’re looking for more than just a job and want to be part of a movement reshaping the future of Ecommerce, Triple Whale is the place for you. We’re on the lookout for driven, curious, and creative individuals ready to thrive in a fast-paced environment.
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