[Hiring] Renewals Coordinator @Faria Education Group

Role Description

As a Renewals Coordinator, you will be the operational backbone of our client renewals process, ensuring smooth billing operations and exceptional client service during renewal cycles. This role focuses on managing invoicing processes, resolving billing inquiries, and supporting client retention through efficient renewal operations across our global school portfolio.

Key Responsibilities

• Renewals Operations & Invoicing
  • Generate and process renewal invoices accurately and on schedule using NetSuite and Salesforce.
  • Coordinate with Finance team to ensure billing accuracy and resolve invoice discrepancies.
  • Manage renewal timelines and deadlines, ensuring all clients receive timely renewal notifications.
  • Process contract amendments, student count updates, and pricing adjustments.
  • Maintain accurate records of all renewal activities and client communications.
• Client Support & Communication
  • Respond to client billing and renewal inquiries via email, phone, and support tickets within SLA requirements.
  • Provide clear explanations of invoices, pricing, and renewal terms to school administrators.
  • Coordinate payment plans and billing arrangements for clients with budget constraints.
  • Escalate complex renewal issues to SEMs and regional leads when appropriate.
  • Maintain professional, helpful communication with schools across different time zones and cultures.
• Collections & Payment Follow-up
  • Coordinate with schools on payment schedules and collection activities.
  • Work with SEMs to identify and address payment-related risks to retention.
  • Maintain accurate documentation of all collection activities in CRM systems.
• Data Management & Reporting
  • Update and maintain client records in Salesforce and NetSuite systems.
  • Support month-end and quarter-end financial reporting processes.
  • Ensure data accuracy across all billing and renewal systems.
• Process Improvement & Support
  • Follow and help refine standard operating procedures for renewals and billing operations.
  • Identify automation opportunities to improve efficiency and reduce manual work.
  • Support implementation of new billing processes and system improvements.
  • Collaborate with cross-functional teams (Sales, Finance, Client Experience) on renewal operations.
  • Assist with special projects related to billing, collections, and client retention.

Qualifications

• Fluent English (written and verbal) required.
• Strong customer service orientation with professional phone and email manner.
• Excellent written skills for client correspondence and documentation.
• Ability to work effectively with international clients across different time zones.
• Strong attention to detail and ability to follow systematic procedures.
• Ability to manage multiple renewal cycles and deadlines simultaneously.
• Analytical mindset for resolving billing discrepancies and client issues.
• Basic understanding of subscription billing, invoicing, and collections processes.

Requirements

• 1-3 years experience in billing, collections, customer service, or operations roles.
• Previous experience with SaaS or subscription-based companies.
• Background in education technology or working with educational institutions.
• Experience with NetSuite, Salesforce, or similar business systems.
• Bachelor's degree in Business Administration, Finance, or related field.

Benefits

• Comprehensive social security (healthcare, pension, disability).
• Paid time off: vacation, public holidays, sick leave, bereavement leave, marriage leave, parental leave.
• Professional development.
• Unlimited book budget.
• Regular performance reviews.
• Employee recognition.
• Employee referral program.
• Birthdays and work anniversaries (Fariaversary).
• Career development and other business needs occasionally present themselves, even for non-traveling roles, therefore, we ask all Faria Education Group employees to maintain a valid passport.
• Full training will be provided during induction and further training will be given throughout the duration of your employment, in order to assist in advancing your career with Faria Education Group.