The Role
Manages the complete learner renewal lifecycle, including proactive outreach, renewal negotiation, payment coordination, CRM tracking, and service continuity. Builds relationships with learners and institutional partners, resolves concerns, and identifies upselling and cross-selling opportunities. Coordinates with finance, academic, and operations teams, maintains accurate renewal records, and reports on retention, churn, and engagement performance.
Summary Generated by Built In
The Renewal Officer will be responsible for managing the end-to-end learner renewal lifecycle — from proactive outreach and negotiation to payment coordination and service continuity. The role is pivotal in ensuring high retention rates, timely renewals, and identifying opportunities for cross-selling and upselling within existing learner portfolios.
This position requires a customer-centric professional who can effectively communicate, build strong relationships, and handle renewal operations with precision and empathy.
Key ResponsibilitiesManage and track all upcoming renewals and course payment schedules using the CRM system.
Initiate timely communication with learners before course expiry to discuss renewal options and next steps.
Ensure smooth and error-free renewal processing to prevent service interruptions or account deactivation.
Maintain long-term relationships with learners and institutional partners to drive loyalty and satisfaction.
Coordinate with the finance team for payment collection, invoicing, and verification.
Identify and promote upselling or cross-selling opportunities by introducing relevant programs and services.
Resolve learner concerns and feedback promptly to enhance renewal conversion rates.
Maintain accurate documentation of all renewal activities, communications, and outcomes in CRM tools.
Collaborate with academic and operations teams to ensure seamless post-renewal onboarding and support.
Generate and present reports on renewal performance, retention trends, churn analysis, and customer engagement.
Required Skills & CompetenciesExcellent verbal and written communication skills in English.
Proven ability in customer relationship management, negotiation, and follow-up.
Strong organizational and attention-to-detail skills to manage multiple renewals simultaneously.
Basic understanding of billing, invoicing, and subscription renewal processes.
Proficiency in CRM tools (e.g., HubSpot, Salesforce, Zoho CRM) and Microsoft Office Suite.
Goal-driven, proactive, and capable of working in a target-oriented environment.
Positive, empathetic, and professional attitude in all customer interactions.
Preferred QualificationsBachelor’s degree in Business Administration, Marketing, or related fields.
1–3 years of experience in customer success, sales support, renewals, or account management — preferably in the EdTech or service industry.
Familiarity with learner lifecycle management and subscription-based models will be an added advantage.
Skills Required
- Excellent verbal and written communication skills in English
- Customer relationship management, negotiation, and follow-up experience
- Strong organizational and attention-to-detail skills
- Basic understanding of billing, invoicing, and subscription renewal processes
- Proficiency in CRM tools such as HubSpot, Salesforce, or Zoho CRM
- Proficiency in Microsoft Office Suite
- Goal-driven and proactive approach in a target-oriented environment
- Positive, empathetic, and professional customer interaction style
- Bachelor's degree in Business Administration, Marketing, or a related field
- 1-3 years of experience in customer success, sales support, renewals, or account management
- Experience in the EdTech or service industry
- Familiarity with learner lifecycle management and subscription-based models
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The Company
What We Do
UniAthena is a global online learning platform offering flexible, self-paced education through free short courses, professional certifications, diploma programs, MBA and master’s degrees, doctoral programs, and other internationally relevant qualifications. Its mission is to make quality education accessible and affordable for learners worldwide, with academic programs and credentials offered through partnerships with accredited and globally renowned universities and professional qualification bodies.
