Customer Centric Operations Director

Aptean; Netherlands (MO); Hybrid; USD 120,000 - 150,000; Full time

Job summary

A global software company is seeking a Customer Centric Operations Director to lead customer success operations across BENELUX and UK&I. This pivotal role requires an experienced leader with over 5 years in operational roles within a software vendor. You will drive strategic initiatives focused on customer retention, ensuring optimal service delivery. The position demands a proactive mindset, strong leadership skills, and adaptability in a hybrid work environment. Join us to shape the operational landscape and contribute directly to business growth.

Qualifications

• 5+ years of experience as a Director in a software vendor.
• Strong background in customer retention strategies.
• Proven track record in managing operational teams.

Responsibilities

• Lead operational processes in Support, Customer Success, and Managed Services.
• Drive adoption of Microsoft and Aptean solutions.
• Act as primary contact for escalations and customer onboarding.
• Coordinate small projects across BENELUX and UK&I.

Skills

Operational leadership

Customer success

Project management

P&L management

ERP/SaaS experience

Job description

Customer Centric Operations Director – Netherlands or Belgium

Are you an energetic, focused, and motivated leader with a rigorous, decisive approach to execution and a passion for customer success? Do you thrive in dynamic, high-growth environments where you can make a significant impact across multiple operational functions? If so, this is your opportunity to lead and shape the operational landscape of a rapidly evolving global software company.

We’re a fast-growing software company revolutionising the manufacturing sector with cutting-edge AI and SaaS solutions. We’re looking for a highly capable Customer Leader to take ownership of our Food & Beverage operations across BENELUX, DACH, and UK&I. This hybrid role is primarily internally focused, but you will also act as the key point of contact for customer escalations and onboarding into support services.

What Sets This Opportunity Apart:

• Broad Operational Scope: Your remit will include Support, Customer Success, and Service Account Management, providing a truly holistic operational leadership role.
• Customer & Employee Centricity: We’re seeking someone deeply passionate about both our customers and our employees, who can execute operations with cultural nuance while representing the region within a European-wide management team.
• Direct Impact on Business Growth: Your focus will be on customer retention for recurring revenue streams, directly contributing to profitability and investor KPIs.
• Autonomy and Enablement Mindset: We empower our leaders. We’re looking for someone proactive, decisive, and comfortable making decisions and course-correcting as needed.

In This Pivotal Role, You Will:

• Lead and optimise operational processes across Support, Customer Success, and Managed Services to ensure seamless delivery and exceptional customer experience.
• Drive adoption and lifecycle management for Microsoft and Aptean solutions, ensuring high-quality service delivery and measurable business impact.
• Act as the primary customer-facing contact for managing escalations and onboarding customers into support services.
• Coordinate and deliver small, one‑time projects across BENELUX and UK&I, focusing on service delivery excellence rather than large-scale implementations.
• Own the PMO function for capacity planning and revenue forecasting across the EMEA programme of work.
• Mentor and develop high‑performing teams across multiple products.
• Contribute to European strategy, aligning regional operations with corporate KPIs.

We’re Looking For Individuals Who Are:

• Experienced operational leaders with 5+ years at Director level within a software vendor, ideally combining Operations and Professional Services.
• Customer‑obsessed, adopting both an operational and account management mindset.
• Commercially savvy and comfortable with C‑level customer conversations for problem solving and to connect the teams within Aptean and at the customer.
• Proactive and results‑oriented – someone who “asks for forgiveness rather than permission”.
• Adaptable, with experience in ERP or SaaS environments (Business Central, Certinia, Salesforce experience is a plus but not essential).
• From a vendor background – prior experience with a software vendor is essential.
• P&L experience is desirable but not essential.

Qualifications:

• Proven track record in managing and scaling operational teams within a software company.
• Strong understanding of customer retention strategies in a SaaS environment.
• Demonstrable experience in customer negotiation and commercial discussions.
• Experience with project delivery and PMO functions.
• Ability to work effectively in a hybrid environment with occasional travel.
• Excellent communication, interpersonal, and leadership skills.

Ready for what’s next, now? We are!

Aptean is evolving. Our industry‑specific cloud‑native ERP solutions are transforming a vast range of global businesses, from food producers to manufacturers. In a world of generic enterprise software, we provide targeted solutions that bring together the best technology and drive superior results. With over 4,000 employees, 50 different products, and a global client base, there’s no better time to advance your career at Aptean.