Director, Customer Operations

Nexthink; Madrid; Presencial; EUR 80.000 - 120.000; Jornada completa

Descripción de la vacante

Nexthink is seeking a Director of Customer Operations in Madrid to oversee the operational backbone of our global Go-to-Market function. This key role requires strong leadership, managing a team, and improving the Quote-to-Cash process to enhance customer satisfaction and revenue flow.

The successful candidate will have a proven track record in SaaS, expertise in Salesforce, and the ability to communicate effectively across all levels of the organization. This is an exciting opportunity to drive operational excellence within a globally recognized company.

Formación

• Proven senior leadership in a fast-scaling software or SaaS environment.
• Deep understanding of the Quote-to-Cash cycle.
• Exceptional communication skills and structured project management.

Responsabilidades

• Own the end-to-end bookings process and revenue integrity.
• Manage customer lifecycle operations from signature to offboarding.
• Build and lead a high-performing operations team.

Conocimientos

Senior leadership in software or SaaS

Understanding of Quote-to-Cash cycle

Salesforce expertise

Exceptional communication skills

Structured project management skills

Partner/channel operations experience

Master's degree in Business, Finance, or Operations

Educación

Master’s degree or equivalent in Business, Finance, or Operations

Herramientas

Salesforce

NetSuite

Zuora

Conga

SFDC CPQ

Descripción del empleo

Nexthink is the leader in digital employee experience management software. The company provides IT leaders with unprecedented insight allowing them to see, diagnose and fix issues at scale impacting employees anywhere, with any applicationor network, before employees notice the issue. As the first solutionto allow IT to progress from reactive problem solving to proactive optimization, Nexthink enables its more than 1,500 customers to provide better digital experiences to more than 25+ millionemployees. Dual headquartered in Lausanne, Switzerland and Boston, Massachusetts, Nexthink has 9 offices worldwide.

Job Description

We are looking for a Director, Customer Operations to own and lead the operational backbone of our global Go-to-Market function. Sitting at the intersection of Sales, Finance, Legal, and Customer Success, you will make deals close faster, customers land smoother, and revenue flow cleaner. You will buiild a high-performing team of 6-10 and have the mandate, trust, and resources to turn it into a strategic powerhouse — from our Madrid hub, working across a truly global operation.

What You’ll Own

Revenue Integrity & Controls

• Own the end-to-end bookings process, enforcing controls that protect revenue accuracy and ensure audit readiness.
• Drive accurate and timely billing across License, Subscription, and Professional Services — reducing errors and accelerating cash collection.
• Champion the Quote-to-Cash process from opportunity to invoice, eliminating friction across CRM, CPQ, and ERP systems.
• Own the operational performance dashboard, monitoring KPIs (SLAs, backlog, billing accuracy, cycle times) and translating data into decisions.

Customer & Partner Lifecycle Operations

• Own the operational dimension of the customer lifecycle from signature to offboarding — coordinating provisioning, onboarding SLAs, and clean closeout.
• Manage full license lifecycle: customer provisioning, demo environments, internal test licenses, and partner enablement.
• Own renewal quote production at scale, ensuring no renewal falls through and quoting is accurate, fast, and commercially sound.
• Manage channel order processing and partner license fulfilment with the same standards applied to direct customers.

Go-to-Market Enablement

• Be the operational backbone for all GTM teams, triaging and resolving support requests with SLAs that actually mean something.
• Provide sound operational judgment on non-standard T&Cs, pricing exceptions, and commercial edge cases.
• Serve as the senior escalation point for billing disputes, provisioning failures, and partner issues — bringing calm and resolution.
• Build the knowledge infrastructure that makes your team and the GTM org self-sufficient.

Operational Excellence & Governance

• Lead, inspire, and grow a team of 10 distributed operations professionals — delegating with intent and coaching relentlessly.
• Lead cross-functional improvement initiatives and partner with Transformation, IT, RevOps, and Finance to drive automation and accuracy.
• Champion data integrity across all operational workflows and own audit support and internal control frameworks.

Qualifications

• Proven senior leadership in a fast-scaling software or SaaS environment with a track record of building high-performing operations teams.
• Deep understanding of the Quote-to-Cash cycle and the levers that drive revenue accuracy and efficiency.
• Salesforce expertise is essential; broader fluency across NetSuite, Zuora, Conga, SFDC CPQ, or comparable ERP and billing tools is strongly valued.
• Exceptional communication skills — able to present to a CFO, coach a junior analyst, and challenge a VP of Sales in the same day.
• Structured project management skills across multiple workstreams, with a genuine ownership mindset.
• Partner/channel operations experience with reseller or distributor ecosystems is a strong plus.
• Master’s degree or equivalent in Business, Finance, or Operations. Fluent English required; Spanish or additional European languages are a plus.

What Success Looks Like in Year One

• You’ve earned the trust of your team and stakeholders, with visible improvements to the Quote-to-Cash process.
• SLAs are meaningful, tracked, and consistently met; backlog and billing error rates are trending in the right direction.
• You’ve identified the top two or three operational transformation priorities and have active workstreams moving against them.
• Finance, Sales, Legal, and Customer Success see you as a partner they actively seek out.