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.
Requirements
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 KPIs (renewal rate, GRR / NRR, DSO, invoice accuracy, and cycle time)
Instil a disciplined, data-driven operating rhythm balanced for effectiveness, efficiency, and cost
Escalate only the largest strategic renewals to the COO with a clear recommendation
Core Competencies
Negotiation & Renewals Expertise
Proven 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 Acumen
Strong 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 & Systems
Deep 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 Mindset
Balances 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 Making
Uses 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 Skills
Communicates effectively with executive, commercial, finance, legal, and customer-facing
stakeholders.
