About AnywhereNowFounded in 2010 in The Netherlands, AnywhereNow is a global leader in Enterprise Dialogue Management, with a vision to ensure every employee and customer feels heard, understood, and valued. With around 240 employees working from 22 different countries, we partner with over 2,000 leading enterprises, including Mazda, the UN International Organization for Migration, Adecco Group, and the University of Cape Town, to deliver exceptional customer experiences through the power of Microsoft Teams and AI-driven insights.Our commitment to innovation, customer focus, and accountability drives our success. Our portfolio includes Dialogue Cloud, Deepdesk (AI Agent Assist), and Tendfor, delivering cutting-edge capabilities across Microsoft Teams environments and enterprise CX platforms.Position SummaryThe Commercial Operations Director owns the commercial engine of the post-sale customer lifecycle, renewals, pricing, deal desk, invoicing, and order-to-cash for AnywhereNow’s SaaS portfolio. You’ll protect and grow contract value, safeguard margin, and convert earned revenue into cash, combining commercial leadership, negotiation strength, and operational rigour.You’ll lead the renewals and revenue-operations function and personally manage and negotiate the most difficult, complex, and at-risk renewals, working across Customer Success, Sales, Finance, and Legal to secure timely, profitable outcomes and a frictionless billing experience for customers. The role is deliberately designed to balance effectiveness, efficiency, and cost across the commercial operation.Key ResponsibilitiesRenewals Management & NegotiationOwn the end-to-end renewals process, forecasting, pipeline, administration, and on-time execution across the customer basePersonally lead and negotiate difficult, complex, high-value, and at-risk renewals, including multi-year, escalated, and competitively contested dealsDevelop renewal playbooks, negotiation strategies, concession frameworks, and save plays to de-risk and retain at-risk accountsPartner with Customer Success and Sales to surface renewal risk early and maximise gross and net revenue retentionPricing, Deal Desk & Commercial GovernanceOwn pricing execution, discount governance, and the deal desk for non-standard and complex commercial termsReview and approve quotes, price uplifts, and contract terms to protect unit economics and gross marginMaintain price books, packaging, and approval matrices, and ensure compliance with commercial policyProvide commercial modelling and deal guidance on high-stakes negotiationsBilling, Invoicing & Order-to-CashOwn accurate, on-time sales invoicing and the full order-to-cash cycleDrive billing accuracy, revenue-recognition alignment with Finance, and clean contract-to-invoice hand-offsReduce Days Sales Outstanding (DSO) and accelerate cash collection in partnership with FinanceResolve billing and pricing queries quickly to protect the customer experienceRevenue Processes, Systems & DataEstablish a single source of truth for renewals, contract, and commercial dataDeliver renewal, retention, pricing, and cash forecasts and reporting to leadershipContinuously improve process efficiency, cycle times, and cost-to-serveRetention & Cross-functional AlignmentTranslate customer sentiment and account-health signals into proactive renewal and pricing actionAlign Sales (hand-offs, expansion), Customer Success (adoption, advocacy), Finance (rev-rec, DSO), and Legal (terms) around commercial outcomesFeed pricing, churn, and win/loss insight back into commercial and product strategyTeam Leadership & Operational ExcellenceLead, coach, and scale the Commercial Operations and renewals teamEstablish and own KPIs (renewal rate, GRR / NRR, DSO, invoice accuracy, and cycle time)Instil a disciplined, data-driven operating rhythm balanced for effectiveness, efficiency, and costEscalate only the largest strategic renewals to the COO with a clear recommendationCore CompetenciesNegotiation & Renewals ExpertiseProven ability to manage and negotiate difficult, complex, and at-risk renewals, consistently delivering profitable outcomes.Skilled in objection handling, concession strategy, and multi-stakeholder negotiations in high-pressure environments.Strong track record of protecting and expanding contract value throughout the renewal lifecycle.Commercial & Financial AcumenStrong understanding of key SaaS metrics, including ARR, GRR, NRR, churn, DSO, cost-to-serve, and gross margin.Expertise in pricing strategy, packaging, discounting, and deal economics.Ability to assess commercial decisions and clearly articulate their financial impact.Revenue Operations & SystemsDeep understanding of quote-to-cash and order-to-cash processes.Proficient in CRM, CPQ, billing, subscription management, and renewals platforms.Focused on process optimisation, automation, data integrity, and operational efficiency.Customer-Centric Retention MindsetBalances commercial objectives with customer experience and long-term retention goals.Leverages customer health indicators and voice-of-customer insights to drive proactive commercial action.Champions a seamless billing and renewal experience as a core business objective.Data-Driven Decision MakingUses forecasting, analytics, and reporting to inform renewal strategies, pricing decisions, and cash-flow optimisation.Comfortable with commercial modelling, business cases, and scenario analysis.Stakeholder Management & Influencing SkillsCommunicates effectively with executive, commercial, finance, legal, and customer-facing stakeholders.Builds alignment across Sales, Customer Success, Finance, and Legal to achieve shared commercial outcomes.Confident and credible presence in customer-facing negotiations and strategic discussions.Leadership & ExecutionProven experience leading commercial operations, revenue operations, or renewals teams.Demonstrates a strong delivery mindset with accountability for revenue growth and cash performance.Equally comfortable operating at both strategic and hands-on execution levels.Experience & Profile8+ years in commercial operations, revenue operations, renewals, or senior account management within SaaSDemonstrable, hands-on track record negotiating difficult, high-value, and complex renewals and commercial termsExperience owning renewals, pricing / deal desk, and/or order-to-cash at scaleStrong systems fluency (CRM, CPQ, billing / subscription platforms) and commercial modellingExperience leading and scaling teams in a mid-size (~€40m ARR) SaaS environmentCommercially astute, numerate, and customer-oriented, with excellent negotiation and stakeholder skillsSuccess Indicators (First 12–24 Months)Renewal rate and gross / net revenue retention improved and predictableDifficult and at-risk renewals consistently secured or improved through structured negotiationPricing and discount governance embedded, with margin protected on non-standard dealsDSO reduced, and invoicing accuracy and timeliness improvedQuote-to-cash automated, with commercial data trusted as a single source of truthA high-performing Commercial Operations function balanced for effectiveness, efficiency, and costInformation Security ResponsibilitiesAll employees are responsible for supporting and maintaining the organisation’s information security standards. This includes:Adhering to all applicable information security policies, procedures, and guidelines at all timesProtecting company, customer, and partner data from unauthorised access, disclosure, alteration, or lossUsing company systems, devices, and networks in a secure and compliant mannerPromptly reporting any suspected or actual security incidents, breaches, or vulnerabilities to the appropriate teamCompleting mandatory information security and data protection training as requiredEnsuring that confidential information is handled and stored securely in line with company policies and legal requirementsFailure to comply with information security responsibilities may result in disciplinary action
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