ppNexthink 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. /p h3Job Description /h3 pWe are looking for a Director, Customer Operations to own and lead the operational backbone of our general 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. /p pWhat You’ll Own /p pRevenue Integrity Controls /p ul liOwn the end-to-end bookings process, enforcing controls that protect revenue accuracy and ensure audit readiness. /li liDrive accurate and timely billing across License, Subscription, and Professional Services — reducing errors and accelerating cash collection. /li liChampion the Quote-to-Cash process from opportunity to invoice, eliminating friction across CRM, CPQ, and ERP systems. /li liOwn the operational performance dashboard, monitoring KPIs (SLAs, backlog, billing accuracy, cycle times) and translating data into decisions.



/li /ul pCustomer Partner Lifecycle Operations /p ul liOwn the operational dimension of the customer lifecycle from signature to offboarding — coordinating provisioning, onboarding SLAs, and clean closeout. /li liManage full license lifecycle: customer provisioning, demo environments, internal test licenses, and partner enablement. /li liOwn renewal quote production at scale, ensuring no renewal falls through and quoting is accurate, fast, and commercially sound. /li liManage channel order processing and partner license fulfilment with the same standards applied to direct customers. /li /ul pGo-to-Market Enablement /p ul liBe the operational backbone for all GTM teams, triaging and resolving support requests with SLAs that actually mean something. /li liProvide sound operational judgment on non-standard TCs, pricing exceptions, and commercial edge cases. /li liServe as the senior escalation point for billing disputes, provisioning failures, and partner issues — bringing calm and resolution. /liliBuild the knowledge infrastructure that makes your team and the GTM org self-sufficient. /li /ul pOperational Excellence Governance /p ul liLead, inspire, and grow a team of 10 distributed operations professionals — delegating with intent and coaching relentlessly. /li liLead cross-functional improvement initiatives and partner with Transformation, IT, RevOps,



and Finance to drive automation and accuracy. /li liChampion data integrity across all operational workflows and own audit support and internal control frameworks. /li /ul h3Qualifications /h3 ul liProven senior leadership in a fast-scaling software or SaaS environment with a track record of building high-performing operations teams. /li liDeep understanding of the Quote-to-Cash cycle and the levers that drive revenue accuracy and efficiency. /li liSalesforce expertise is essential; broader fluency across NetSuite, Zuora, Conga, SFDC CPQ, or comparable ERP and billing tools is strongly valued. /li liExceptional communication skills — able to present to a CFO, coach a junior analyst, and challenge a VP of Sales in the same day. /li liStructured project management skills across multiple workstreams, with a genuine ownership mindset. /li liPartner/channel operations experience with reseller or distributor ecosystems is a strong plus. /li liMaster’s degree or equivalent in Business, Finance, or Operations. Fluent English required; Spanish or additional European languages are a plus. /li /ul h3What Success Looks Like in Year One /h3 ul liYou’ve earned the trust of your team and stakeholders, with visible improvements to the Quote-to-Cash process. /li liSLAs are meaningful, tracked, and consistently met; backlog and billing error rates are trending in the right direction. /li liYou’ve identified the top two or three operational transformation priorities and have active workstreams moving against them. /li liFinance, Sales, Legal, and Customer Success see you as a partner they actively seek out. /li /ul /p #J-18808-Ljbffr

📌 Director, Customer Operations (Madrid)
🏢 Nexthink
📍 Madrid