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Pricing & Deal Strategy Manager

About Kustomer

Kustomer is the industry leading conversational CRM platform perfecting every customer experience.  Built with intelligent tools such as AI and Automation, no code-configuration and a connected data platform that unifies data from multiple sources through a single timeline, Kustomer empowers businesses to operate with greater efficiency and deliver more personalized service to customers across any channel, making every interaction more meaningful and memorable. Today, Kustomer is the core platform for leading brands like Abercrombie, Nuts.com, Skims, Turo, Priceline and Sweetgreen.

Kustomer was founded in 2015 by serial entrepreneurs Brad Birnbaum and Jeremy Suriel and has raised over $200M in funding backed by leading VCs. Meta announced its intention to acquire Kustomer in 2020 and completed the transaction in 2022. Kustomer joined Meta’s Business Messaging Group to transform the way people and businesses communicate through modern messaging channels.  In 2023, Kustomer spun out from Meta as a standalone company backed by original partners, Battery, Redpoint and Boldstart Ventures, who have invested $60M in capital, ensuring Kustomer’s growth and success for many years to come. 

Our Krew is made up of passionate and collaborative people who really care about what they do and the people they help. We look for people who are dedicated to enhancing the customer service experience for everyone involved, as it's the core of what we do. We're growing our business with no plans of slowing down. We actively seek individuals who want to learn and be challenged every day. Kustomer has a strong NYC presence and is also a remote friendly company, with Krew members located throughout the US. We believe in togetherness to help foster strong relationships, collaboration and communication, and our Krew gets together for Kamp Kustomer each year.

About the Role

As Manager of Pricing and Deal Strategy, you will be a high-level individual contributor responsible for developing and executing pricing strategies that maximize revenue and profitability for our products, and then working with our teams to bring these pricing strategies to life with our customers and prospects. This role is a mix of strategy and implementation/execution.

You will work closely with cross-functional teams, including Product Management, Sales, Customer Experience, Finance, and Marketing, to ensure our pricing models are competitive, aligned with market trends, and effectively communicated to our employees, customers, and prospects. You’ll partner closely with Sales and Customer Success to find the right pricing, discount, and deal configuration approach for strategic deals and customers.

We are seeking a leader who can work in a highly collaborative fashion with Product Management, Leadership, Marketing, and other teams to devise the right pricing strategies and put them into practice with customers and prospects.

Your responsibilities:

  • Develop and implement comprehensive pricing strategies for new and existing products, considering market dynamics, competitive landscape, and customer value propositions.

  • Conduct market and customer research and competitive analysis to identify pricing opportunities and trends, and provide actionable insights to the product and sales teams.

  • Collaborate with Product Management to define pricing models, structures, and guidelines that support product positioning and go-to-market strategies.

  • Work with Finance to build pricing models and financial forecasts, ensuring alignment with business objectives and revenue targets.

  • Partner with Sales to develop pricing proposals, discount strategies, and promotional programs that drive customer acquisition and retention. You’ll do this both programmatically and with specific deals. Use these learnings to inform revisions to pricing models and approaches.

  • Partner with Customer Experience to ensure successful rollout and communications of new pricing programs for our current clients.

  • Create and deliver pricing communication materials, including pricing guides, value propositions, and training sessions for internal and external stakeholders.

  • Monitor and analyze pricing performance against our financial targets, customer feedback, and market conditions to continuously optimize pricing strategies and tactics.

  • Stay informed about industry trends, regulatory changes, and emerging pricing methodologies to ensure our pricing practices remain competitive and compliant.

Your Qualifications:

  • Bachelor's degree in Marketing, Business, Economics, or a related field; MBA or advanced degree preferred.

  • 8+ years of proven experience in pricing strategy, deal desk, or related roles within a technology or SaaS company.

  • Strong analytical skills with the ability to interpret complex data and make data-driven decisions.

  • Excellent communication and presentation skills, with the ability to articulate pricing strategies to diverse audiences.

  • Proficiency in market research, competitive analysis, and financial modeling.

  • Demonstrated ability to work collaboratively with cross-functional teams and manage multiple projects simultaneously.

  • Strong understanding of pricing methodologies (particularly consumption-based pricing), value-based pricing, and pricing optimization techniques.

  • Proficiency in tools such as Excel and CRM systems.

HIPAA Compliance

All roles at Kustomer may involve handling sensitive personal data.

Benefits

Kustomer offers an array of benefits including competitive salaries, stock options, 100% healthcare coverage, 401K, WiFi and Mobile reimbursement, and a generous vacation policy.

Diversity & Inclusion at Kustomer

Kustomer is committed to bringing together individuals from different backgrounds and perspectives.

We strive to create an inclusive environment where everyone can thrive, feel a sense of belonging, and do great work together.We are proud to be an equal opportunity employer open to all qualified applicants regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, Veteran status, or any other legally protected status.

Disclaimer: Kustomer only contacts candidates from company email addresses ending in kustomer.com and does not seek funds from candidates in any circumstances.

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CEO of Kustomer
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Brad Birnbaum
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Average salary estimate

$135000 / YEARLY (est.)
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$120000K
$150000K

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What You Should Know About Pricing & Deal Strategy Manager, Kustomer

Are you ready to take charge of pricing strategies in a dynamic environment? Kustomer, based in New York, is on the lookout for a Pricing & Deal Strategy Manager who is both strategic and analytical. As a leader in conversational CRM solutions, Kustomer believes in enhancing customer experiences through intelligent tools like AI and automation. In this role, you'll be diving deep into market dynamics and customer feedback to craft innovative pricing strategies that drive value for our products and services. Working alongside talented teams from Product Management, Sales, and Finance, you'll play a crucial role in configuring pricing models that are competitive and customer-centric. With your expertise, you'll partner closely with Sales and Customer Success to devise the right offers for strategic deals, ensuring that our pricing reflects both market trends and the unique propositions of Kustomer's offerings. Not only will you have the chance to analyze complex data, but you’ll also create impactful communication materials to help our internal and external teams understand our pricing structures. We’re looking for someone who thrives in collaboration and is excited about leading initiatives that optimize revenue and profitability. If you’re passionate about making every customer interaction memorable and you have a robust background in pricing strategy, Kustomer is the perfect place for you to grow your career and help shape our future!

Frequently Asked Questions (FAQs) for Pricing & Deal Strategy Manager Role at Kustomer
What responsibilities does a Pricing & Deal Strategy Manager have at Kustomer?

As a Pricing & Deal Strategy Manager at Kustomer, your responsibilities encompass developing and implementing innovative pricing strategies for both new and existing products. You'll collaborate with cross-functional teams like Sales, Marketing, and Product Management to ensure the pricing models align with market trends and customer value propositions. Additionally, you will analyze competitive landscapes, conduct market research, and develop pricing proposals that drive customer retention and acquisition.

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What qualifications are required for the Pricing & Deal Strategy Manager position at Kustomer?

To be a successful candidate for the Pricing & Deal Strategy Manager role at Kustomer, you should hold a Bachelor's degree in a relevant field such as Marketing, Business, or Economics, with an MBA preferred. You should have at least 8 years of experience in pricing strategy or similar roles within the technology or SaaS industry and possess strong analytical skills to inform data-driven decisions. Demonstrating excellent communication abilities and collaborative skills will also be essential.

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How does Kustomer support the growth of its employees, particularly in the Pricing & Deal Strategy Manager role?

Kustomer is committed to fostering a culture of growth and learning for all its employees, including the Pricing & Deal Strategy Manager. You’ll have access to resources that encourage your professional development, collaboration with diverse cross-functional teams, and opportunities to lead significant projects that impact the company’s strategic direction. Kustomer also emphasizes communication and teamwork, making it a place where your insights and contributions matter.

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What skills are vital for a Pricing & Deal Strategy Manager at Kustomer?

Key skills for a Pricing & Deal Strategy Manager at Kustomer include strong analytical abilities, proficiency in market research and financial modeling, and an understanding of various pricing methodologies. Excellent communication skills are critical as you’ll need to convey complex pricing information across teams and to customers. The ability to collaborate effectively and manage multiple initiatives in a fast-paced environment will also set you up for success.

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What tools and technologies does Kustomer expect a Pricing & Deal Strategy Manager to be proficient in?

In the role of Pricing & Deal Strategy Manager, familiarity with tools like Excel for financial modeling and CRM systems for customer relationship management is essential. Kustomer values data-driven insights, so being comfortable with analytics and reporting tools will greatly benefit your performance in this role.

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How does Kustomer ensure its pricing strategies remain competitive?

Kustomer actively monitors market trends, customer feedback, and competitor pricing to ensure its strategies are competitive. As a Pricing & Deal Strategy Manager, you’ll engage in ongoing market research, conduct analysis, and stay current with industry standards. This allows you to adapt pricing models and strategies that not only align with Kustomer's growth objectives but also enhance customer satisfaction.

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What is Kustomer's approach to diversity and inclusion within the company?

Kustomer is dedicated to creating a diverse and inclusive workplace. The company believes that individuals from various backgrounds and perspectives contribute to stronger business outcomes. As part of your role as a Pricing & Deal Strategy Manager, you will be part of a culture that promotes collaboration and ensures everyone feels valued, which is essential for fostering innovative ideas and enhancing employee engagement.

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Common Interview Questions for Pricing & Deal Strategy Manager
Can you describe your experience in developing pricing strategies in the SaaS industry?

To answer this, focus on specific instances where you've successfully crafted and implemented pricing strategies. Highlight the data sources you analyzed, the pricing models you developed, and the results you achieved, including any financial impacts those strategies had. Discuss how you collaborated with different teams and how those experiences have prepared you for the role at Kustomer.

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How do you approach market research when creating pricing models?

Share your methodology for conducting market research, including identifying target customers, analyzing competitor offerings, and assessing market demands. Discuss the tools and techniques you utilize to gather data and how you interpret that information to inform your pricing decisions. Emphasize the importance of aligning pricing with the perceived value to the customer.

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What role do you believe customer feedback plays in pricing strategy?

Customer feedback is crucial in shaping effective pricing strategies. Explain how you have utilized feedback to refine pricing models, and how it impacts customer satisfaction and retention. Demonstrate your understanding of the relationship between perceived value and pricing, and how adapting to customer input can aid in optimizing these strategies.

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Describe a time when you had to present a pricing strategy to senior management. What was your approach?

Highlight your preparatory steps in gathering data and organizing your presentation in a clear and concise manner. Discuss how you tailored your presentation to address the specific concerns and priorities of senior management, demonstrating the expected outcomes of the pricing strategy. Emphasize your ability to communicate complex information effectively and respond to questions.

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How do you keep abreast of pricing trends and methodologies?

Discuss your methods for staying informed on the latest pricing trends, such as attending industry conferences, participating in online forums, and reading relevant publications. Explain the importance of continuous learning in pricing strategy and how you apply new insights or techniques to your work at Kustomer.

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What factors do you consider when setting discount strategies for customers?

When discussing discount strategies, emphasize factors such as customer lifetime value, competitive landscape, and perceived value. Describe how you balance the need for competitiveness with maintaining profitability. Share any relevant experiences where you successfully implemented discount strategies that contributed to customer retention.

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Can you give an example of a challenging pricing issue you faced and how you resolved it?

Provide a specific example that outlines the challenges you encountered, the analyses you conducted, and the strategic decisions you made. Discuss what lessons you learned and how that experience could benefit your future work at Kustomer.

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How would you define value-based pricing and how would you apply it in this role?

Value-based pricing sets prices based on the perceived value of the product to the customer rather than cost. Explain how you would assess customer needs and preferences to determine that value and how you would incorporate customer insights when developing pricing models at Kustomer.

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What do you think are the most important KPIs to monitor for the pricing function?

Discuss key performance indicators such as revenue growth, customer acquisition costs, pricing compliance, and margin analysis. Emphasize that monitoring these KPIs helps in assessing the effectiveness of pricing strategies and allows for timely adjustments in strategy as needed.

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In your opinion, what is the biggest challenge in pricing strategy today?

Identify current challenges such as rapidly changing market conditions, customer expectations, and technological advancements. Discuss how being agile and data-driven can help in addressing these challenges and maintaining competitiveness in pricing strategy, especially in a forward-thinking company like Kustomer.

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Kustomer is the industry leading conversational CRM platform perfecting every customer experience.

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Full-time, hybrid
DATE POSTED
November 28, 2024

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