Analyst, Deal Optimization Team (Deal Desk - EMEA, APJ) (Position located in Utrecht, Netherlands)

We are searching for a detail-oriented Deal Desk Analyst with exceptional customer service skills to join our dynamic global Revenue Operations team. This individual will help build up our Deal Desk team supporting mainly EMEA and APJ regions (in addition to helping out with Americas), and provide expert deal analysis and evaluation to ensure optimal deal structure, pricing, and terms to maximize revenue. This role requires cross-functional collaboration with Legal, Finance, Order Processing, Global Sales and Customer Success teams, an exceptional understanding of sales processes, legal contract constructs, and a passion for achieving operational excellence, revenue optimization and delivering exceptional customer service.

Responsibilities:

• The Deal Optimization Team (aka Deal Desk) team is a new organization at KnowBe4 and this role will begin with an initial charter focused on serving as a primary point of contact and advocate for Global KnowBe4 Sales and Customer Success teams, providing guidance on pricing and discounting, contract term options, and managing a deal exception process. In subsequent phases the role may take on functions related to helping educate and support the Sales and Customer Success teams regarding pricing and discounting strategies, levers and options to address customer needs, supporting deal structuring options, coaching sellers, renewal specialists and customer success managers on value-selling, proposing other levers as alternatives to discounting, support in packing of deals, advanced quoting, supporting sellers, renewal specialists and customer success managers with contract negotiations with customer procurement, and legal contract initial review and options. In subsequent phases, the portfolio of products covered may also broaden.
• Support mainly EMEA and APJ regions, with occasional support to the Americas & timing flexibility is desired to help support sellers in these regions 
• Help design, build and support the end-to-end deal desk processes and policies, including liaising with stakeholders in Legal, Finance, Order Processing, Sales, and Customer Success to expedite deal approvals and deal bookings.
• Provide guidance and support to the Sales and Customer Success teams as they build business cases for exception requests.
• Identify and report on the need for policy and process changes, recommend, design, implement and communicate updates/changes to internal teams, ensuring field understanding and adherence to best practices.
• Collaborate with IT to define, design, document needs for enhancing systems and reporting and maintain data hygiene across sales-related databases and tools.
• Measure and report on key performance indicators to track the progress, effectiveness and efficiency of Deal Desk operations and provide transparency to our internal customers. Provide recommendations in building out the appropriate KPIs and reporting.
• Help utilize pricing tools and ensure that all discounts and special pricing arrangements adhere to company policies.
• Facilitate deal approvals by compiling necessary information for presentation to stakeholders for decision-making.
• Ensure that data related to deals is accurately entered and managed within Salesforce.
• Collaborate on the creation, enhancement and improvement of reporting that tracks deal conversion rates, average sales cycles, and other KPIs related to the sales process.
• Optimize the deal desk processes to improve deal velocity and sales productivity.

Minimum Qualifications:

• Bachelor's degree in Business Administration, Finance, or a related field required
• 2 years Deal Desk experience in a SaaS company
• Proficiency with Salesforce, CPQ and Excel
• Desire to truly hear, understand and empathize with Sales needs to provide exceptional customer service with every interaction, while balancing the requirement to adhere to guardrails needed by Legal and Finance. 
• Exceptional analytical abilities and relentless attention to detail
• Energetic self-starter with a 'Sales/Customer Success Friendly' mentality who thrives in building trust and rapport in a cross-functional team setting, with highly effective interpersonal and communication skills, both written and verbal. It is an absolute must to establish strong working relationships with sellers, renewal specialists and customer success managers, and the ability to provide exceptional service to them is paramount.
• Combination of positive / can-do attitude, strong intellect, creative problem solving, and growth mindset.
• Ability to handle stress with a positive, calm and data-driven approach, focused on company objectives.
• Operate with honesty, integrity, transparency, enthusiasm, and respect for others.
• Experience successfully working in a fast-paced Global company with continuous change and competing priorities.
• Flexibility to work under tight deadlines and extended hours when necessary, especially at end of month
• Servicing global regions, with focus on EMEA and APJ. Start time is 7:00am Utrecht, the Netherlands with end time 9 hours later with 1 hour lunch slot.