Commercial Operations Specialist (Licensing)

Role Overview

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.

Key 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, prioritize, 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.

Skills, Knowledge and Expertise

• 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.

Desired Expertise

• 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.