Manager of Customer Operations, Nexthink
$120-200k
3 days a week in office
Digital employee experience management
Be an early applicant
Digital employee experience management
1001+ employees
Be an early applicant
$120-200k
3 days a week in office
1001+ employees
Company mission
Nexthink's mission is to delight people at work by helping IT to shape smart and productive workplaces.
Role
Who you are
- Proven leadership experience 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
- Strong Salesforce expertise; familiarity with NetSuite, Zuora, Conga, SFDC CPQ, or comparable ERP/billing tools is a plus
- Exceptional communication skills across all levels, from CFO to junior analyst
- A genuine ownership mindset and structured project management skills, comfortable running multiple workstreams in a high-pace environment
- Partner/channel operations experience — familiarity with reseller or distributor ecosystems is a strong plus
- Master's degree or equivalent experience in Business, Finance, or Operations
What the job involves
- We're looking for a Manager of Customer Service Operations to own the operational backbone of our global Go-to-Market engine
- You'll sit at the intersection of Sales, Finance, Legal, and Customer Success — making deals close faster, customer onboarding smoother, and revenue flow cleaner
- This is an opportunity to make operational excellence a genuine competitive advantage for a fast-scaling, global software company
- Own the integrity of the company's bookings process end-to-end, enforcing the controls that protect revenue accuracy and support audit readiness
- Drive accurate, timely billing across License, Subscription, and Professional Services contracts, reducing errors and accelerating cash collection
- Champion the end-to-end Quote-to-Cash process and track KPIs (SLAs, backlog, billing accuracy, cycle times), eliminating friction across CRM, CPQ, and ERP systems and translating performance data into decisions
- Manage the customer lifecycle from signature to separation — coordinating onboarding (license provisioning, welcome workflows, SLA tracking) and offboarding (contract termination, license revocation, final billing)
- Own license operations across customer provisioning, demo environments, and partner enablement, and partner with Sales and Customer Success on renewal quote production so no renewal falls through the cracks
- Manage channel order processing and partner license fulfillment for the reseller and distributor ecosystem
- Serve as the operational backbone for Sales, CS, and Finance — triaging and resolving support requests against SLAs that mean something, while providing sound judgment on non-standard terms, pricing exceptions, and commercial edge cases
- Act as the senior point of escalation for billing disputes, provisioning failures, and partner issues, and support the design and delivery of training programs that scale with the business
- Manage and develop a team of 2 operations professionals across global markets, coaching and building a team people are proud to be part of
- Lead cross-functional improvement initiatives with Transformation, IT, RevOps, and Finance to drive automation, and champion data integrity and audit/internal control documentation across operational workflows
Our take
Bad experiences with IT environments cost companies 100 hours per person each year. In order for businesses to avoid those hours of lost productivity, they need to ensure that their employees' digital experience is working for them.
That's where Nexthink's digital experience platform comes in. Its platform combines monitoring, user engagement, analytics, and automation — all from the employee’s perspective. Using one platform, companies are able to handle all parts of their employee's digital experience cycle, from issue detection to employee engagement. Not only does this allow for businesses to be more productive, it also leads to happier employees no longer bogged down by frustrating IT failures.
The company boasts over 1,100 enterprise customers with more than 15 million employees between them. With offices across the globe, its existing customer base is already large. Nexthink has remained focused on further innovation and partnerships, adding capabilities such as conversational AI. The increase in companies looking to invest in digital employee experience tech is set to keep Nexthink on its existing growth trajectory.
Steph
Company Specialist at Welcome to the Jungle
Insights
3% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Feb 2021
$180m
SERIES D
Nov 2018
$85m
SERIES C
Total funding: $336.2m
Company benefits
- Flexible working
- Life insurance
- Critical illness cover
- Income protection
- Pension plan
- Maternity & Paternity leave
- Car allowance
- Job training and professional development
- 22 days holiday (excl. bank holidays)
- Work from home opportunities
- Health insurance
Company HQ
Prilly, VD
Leadership
Pedro Bados
(Co-Founder & CEO)Previously worked as an Artificial Intelligence Researcher before co-founding Nexthink in 2004.
Patrick Hertzog
(Co-Founder & User Experience Officer)Before co-founding Nexthink, they worked as a Research Assistant at a polytechnic school in Switzerland.
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