Commercial Operations Specialist (Licensing)

Nuix•Reston, VA

26d•Hybrid

About The Position

Nuix is seeking a Commercial Operations Specialist for Licensing to join our Commercial Operations team. The primary goal of this role is to continuously improve the end-to-end licensing experience for both our customers and internal teams. The Licensing Specialist is responsible for developing scalable licensing processes, driving operational improvements, creating documentation and training, providing licensing expertise to customer-facing teams, and partnering with Engineering to enhance our licensing platforms and capabilities. This role works closely with Product Management, Engineering, Sales, Solution Consultants, Customer Success, Support, Finance, and Commercial Operations to ensure licensing enables customer success while supporting Nuix's commercial objectives. The successful candidate will combine operational excellence with technical understanding and a strong customer focus to simplify licensing and remove friction throughout the customer journey.

Requirements

Excellent written communication skills with experience creating documentation, training materials, and process guides.
Demonstrated ability to work effectively across technical and commercial teams.
Strong analytical and problem-solving skills with a continuous improvement mindset.
Excellent verbal communication and presentation skills.
Highly organized with strong attention to detail and the ability to manage multiple priorities.

Nice To Haves

Experience working with enterprise software products or SaaS platforms.
Experience providing support through common support tools such as ServiceNow.
Experience working with Engineering and Product teams in an Agile environment.
Experience with Salesforce, SQL or similar analytical tools.
Experience with Python.
Understanding of software revenue recognition and commercial licensing processes.
Experience delivering training and enablement programs for customer-facing teams.
Experience in software licensing, commercial operations, product operations, customer success, solution consulting, or a similar role.
Strong understanding of enterprise software licensing models and commercial operations.

Responsibilities

Provision software licenses to customers in accordance with approved commercial agreements and internal policies.
Continuously improve the end-to-end licensing experience for customers and internal stakeholders.
Act as the first- and second-line support contact for customer queries.
Develop and maintain licensing policies, procedures, standards, documentation, and operational best practices.
Partner with Engineering and Product teams to identify, prioritise, and deliver improvements to licensing platforms, tooling, and customer workflows.
Act as the licensing subject matter expert for Sales, Solution Consultants, Customer Success, and Support, advising on licensing models, deployment options, and product configuration.
Support complex customer licensing scenarios and provide guidance during commercial opportunities and customer escalations.
Develop and deliver licensing training programs for Sales, Solution Consultants, Customer Success, and other internal teams.
Create and maintain customer-facing documentation, internal knowledge articles, playbooks, standard operating procedures, and licensing guides.
Analyse licensing operations to identify opportunities for automation, simplification, and continuous improvement.
Produce operational reporting on licensing activity, customer usage, and licensing performance
Work with Finance and Commercial Operations to improve licensing processes that support revenue recognition and operational governance.
Monitor licensing trends, customer feedback, and support cases to proactively recommend product or process improvements.
Collaborate with stakeholders across the business to ensure licensing processes remain scalable, efficient, and aligned with company objectives.
Maintain awareness of industry best practices and emerging trends in software licensing and entitlement management.