Renewal Operations Specialist

POSITION SUMMARY 

The Renewal Operations Specialist supports the day-to-day operations for a specific product line within the Customer Success team but can also support other product lines as needed. This individual works closely with the Manager of the team as well as the CSMs they support and takes direction based on the priorities of the business that require operational support with the focus being renewal quote and invoice creation, adjusting and fielding questions and requests from customers and the CSM teams. The support they provide ensures that renewal quotes and invoices are created and distributed to customers at scale and adjustments to renewal quotes are made in a timely manner to address the needs of the customers and the business. 

 

POSITION SCOPE 

• Supporting the operations of CPQ which is the renewal quoting system integrated with Salesforce. 
• Supporting the operations of Oracle which is the renewal invoicing system integrated with CPQ and Salesforce 
• Modifying existing renewal quotes based on customer feedback and feedback from Success team. 
• Sending renewal invoices to customers upon request from internal teams or the customer and editing invoices when needed 
• Supporting the reporting requirements of the business to keep accurate track of status and progress of renewals. 
• Troubleshooting for the Success and Finance teams when they have questions about their renewal quotes or invoices 
• Fielding questions from internal stakeholders about the status of renewal or any renewal-related questions that may arise. 
• Working with the Finance team to confirm customer payments on renewal invoices 
• Working with customer service function, finance and other departments as needed as it relates to customer renewals and renewal invoices. 
• Helping operationalise key improvements in CS business processes to support the customers and internal Follett teams. 
• Supporting the provisioning, deprovisioning and extension of customer accounts as needed based on status of payment for renewals 
• Working with Customer and Technical Support and Development as needed regarding account activation and de-activation 
• Helping with system changes or rollout of new systems. 
• Attending and completing training sessions to enhance product and process knowledge.  
• Continuous improvement of skills through ongoing professional learning efforts. 
• Other duties and tasks as assigned. 

 

QUALIFICATIONS 

• Bachelor’s degree is preferred but not required 
• 1-3 years of experience in customer success, customer operations, or a similar client-facing role within a SaaS company.  
• Experience in managing renewals and subscriptions is highly preferred. 
• Self-starter, positive, creative problem solver. 
• Experience with Excel and other data/reporting/analysis tools is preferred. 
• Experience with CPQ and Salesforce is a preferred. 
• Strong troubleshooting and analytical ability. 
• Good and clear communication skills. 
• Ability to work independently and efficiently, supporting a high volume of requests. 
• High attention to detail and strong organisational skills. 
• Thrives in fast-paced environments, embraces challenges with a "can-do" attitude, and demonstrates proactive strong problem-solving skills.  

 

WORK ENVIRONMENT 

• This is a hybrid role based in Wellington, New Zealand. Candidates must have a right to work in New Zealand. 
• It requires a suitable space that provides a private and quiet workplace.   
• Work hours and schedules are set to accommodate the requirements of the position and the needs of the organization and may be adjusted as needed.  

 

PHYSICAL REQUIREMENTS 

• Perform tasks in a home office environment with frequent virtual meetings, communications, and interruptions, requiring effective time management and prioritization.  
• Prolonged sitting with sustained visual focus on digital screens, requiring the ability to interact at a typical working distance.  
• Frequent use of keyboard and mouse, involving repetitive hand movements and fine motor skills for typing, navigating, and handling materials
• Occasionally adjust position or move within the workspace to reach, retrieve, or access items, involving bending, twisting, or reaching, and occasionally lifting or carrying items weighing up to 10 pounds. 
• Travel requirements: Minimal (less than 10%)  

 

This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. However, this job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position. Duties, responsibilities, and activities may change at any time with or without notice. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.