Manager, Customer Service Operations

Were looking for a Manager of Customer Service Operations to own the operational backbone of our global Go-to-Market engine. Youll 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. 

Key Responsibilities: 

• Own the integrity of the companys 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. 

Qualifications :

• 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. 

• Masters degree or equivalent experience in Business Finance or Operations. 

Additional Information :

We are nearly 700 employees strong in 21 countries across 8 different time zones speaking 60 languages. We are positive we get things done we keep growing and we are one team we are Nexthink. We believe actions are stronger than words when it comes to diversity inclusion and equity in the workplace. Nexthinkers are multinational and multilingual and come from all walks of life. We are committed to hiring a genuinely representative workforce that can create solutions and foster innovation for the modern digital employee experience.

Total Rewards @ Nexthink

At Nexthink we offer one of the most comprehensive and generous benefits plans.  Your total rewards compensation package includes base salary and may also include a commission or performance bonus plan.  We provide our US employees with 100% covered company benefits that consist of health dental vision as well as access to life insurance long-term disability and accidental death/personal loss coverage. 

In addition we offer: 

• Flexible Hours and unlimited vacation (employees have unlimited paid time off on top of the 15 days of holidays we offer) 11 company-paid holidays and 3 extra days for volunteering.
• Hybrid work model that balances office and remote work with structured onboarding to foster connections and team integration.
• Free access to professional training platforms to explore your interests and enhance your skills.
• Up to 16 weeks of paid leave for birthing parents/primary caregivers 6 weeks for secondary caregivers.
• Plan for the future with a 401(k) plan featuring up to 4% company matching contributions vesting immediately to grow your retirement savings.
• Bonuses for referring successful hires after three months of continuous employment.

Base salary ranges are determined by country role level experience and skills. The range displayed on each job posting reflects Nexthinks good faith determination of the minimum and maximum targets for new hire salaries across all US locations. Individual pay is determined by related factors including job skills experience and relevant education or training which may impact a final offer. Your Talent Acquisition Partner can share more about the specific salary range during the hiring process.
 

Remote Work :

No

Employment Type :

Full-time