Commercial Operations Director

About AnywhereNow Founded 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 Summary The 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 Responsibilities Renewals Management & Negotiation • Own the end-to-end renewals process, forecasting, pipeline, administration, and on-time execution across the customer base • Personally lead and negotiate difficult, complex, high-value, and at-risk renewals, including multi-year, escalated, and competitively contested deals • Develop renewal playbooks, negotiation strategies, concession frameworks, and save plays to de-risk and retain at-risk accounts • Partner with Customer Success and Sales to surface renewal risk early and maximise gross and net revenue retention Pricing, Deal Desk & Commercial Governance • Own pricing execution, discount governance, and the deal desk for non-standard and complex commercial terms • Review and approve quotes, price uplifts, and contract terms to protect unit economics and gross margin • Maintain price books, packaging, and approval matrices, and ensure compliance with commercial policy • Provide commercial modelling and deal guidance on high-stakes negotiations Billing, Invoicing & Order-to-Cash • Own accurate, on-time sales invoicing and the full order-to-cash cycle • Drive billing accuracy, revenue-recognition alignment with Finance, and clean contract-to-invoice hand-offs • Reduce Days Sales Outstanding (DSO) and accelerate cash collection in partnership with Finance • Resolve billing and pricing queries quickly to protect the customer experience Revenue Processes, Systems & Data • Establish a single source of truth for renewals, contract, and commercial data • Deliver renewal, retention, pricing, and cash forecasts and reporting to leadership • Continuously improve process efficiency, cycle times, and cost-to-serve Retention & Cross-functional Alignment • Translate customer sentiment and account-health signals into proactive renewal and pricing action • Align Sales (hand-offs, expansion), Customer Success (adoption, advocacy), Finance (rev-rec, DSO), and Legal (terms) around commercial outcomes • Feed pricing, churn, and win/loss insight back into commercial and product strategy Team Leadership & Operational Excellence • Lead, coach, and scale the Commercial Operations and renewals team • Establish and own KP