[Hiring] Renewal Operations Analyst @Follett Software, LLC

Role Description

The Renewal Operations Analyst supports Customer Success and Renewals by managing day-to-day renewal operations, including backup execution support, handling renewal and pricing escalations, and driving process improvements. This role delivers reporting, analysis, and cross-functional coordination to improve renewal performance and decision-making.

Working closely with senior leadership, the analyst provides insights on renewal forecasting, pricing, and performance against goals, using tools such as Salesforce, Salesforce CPQ, Oracle, and Microsoft Office. The role requires strong analytical skills, independent judgment, and the ability to handle sensitive financial and operational information with discretion.

Qualifications

• Bachelor’s degree in Business, Finance, Operations, or a related field, or equivalent work experience.
• 2–4 years of experience in sales operations, customer success operations, renewals support, or a related function.
• Experience in renewal management, revenue operations, or quote-to-cash support in a SaaS or technology environment.
• Hands-on experience with Salesforce, including CRM data management, reporting, and dashboards.
• Experience with Salesforce CPQ, supporting renewals, quoting, amendments, pricing workflows, and related reporting/analysis.
• Experience with Salesforce CPQ renewal reporting and general business reporting/analysis.
• Familiarity with Oracle and related operational/reporting processes is preferred.
• Strong proficiency with Excel and Microsoft Office tools.
• Demonstrated ability to handle confidential financial, compensation, and business performance information with discretion.
• Ability to exercise independent judgment and make sound decisions when interpreting data, supporting pricing discussions, and managing sensitive business information.
• Excellent communication and collaboration skills, with the ability to work effectively across departments.
• Strong attention to detail, organization, and ownership of work.
• Ability to identify process improvement opportunities and support operational excellence.

Requirements

• Contribute to renewal process improvements across all supported products.
• Collaborate with cross-functional teams including Sales, Customer Success, Customer Service, Finance, and Operations.
• Support renewal operations by ensuring data accuracy, process consistency, and operational efficiency.
• Provide day-to-day support for renewal requests, renewal updates, pricing changes, escalations, and customer-related concerns.
• Maintain accurate renewal records and help drive consistency across renewal workflows and system updates.
• Support the Renewals and Customer Success teams in Salesforce CPQ activities related to renewal quoting, amendments, pricing updates, and contract renewal workflows.
• Assist with renewal quote creation and updates in Salesforce CPQ, ensuring accurate pricing, product configurations, and renewal data.
• Help manage and troubleshoot renewal-related issues in Salesforce and Salesforce CPQ.
• Partner with internal teams to improve adoption and effectiveness of Salesforce CPQ renewal processes.
• Build, maintain, and analyze Salesforce and Oracle reports and dashboards supporting renewals, including pipeline tracking, upcoming and lapsed renewals, pricing trends, renewal performance, and forecasting.
• Support CPQ renewal reporting by tracking quote status, renewal timing, pricing changes, and outcomes to provide visibility into the renewal lifecycle.
• Analyze renewal, pricing, and team performance data to identify trends, performance gaps, and opportunities for process improvement.
• Ensure reporting accuracy and data integrity by monitoring data quality, reconciling discrepancies across systems, and flagging inconsistencies.
• Partner with senior leadership on business-critical reporting, operational priorities, and strategic analysis, including renewal forecasting, goal tracking, and overall business performance.
• Handle sensitive financial and operational data with a high level of discretion, ensuring confidentiality at all times.
• Work closely with the Customer Success team to ensure renewal quoting and pricing needs are met in a timely and accurate manner.
• Assist with customer renewal pricing updates, pricing reviews, and escalation support.
• Help coordinate internal review of non-standard pricing requests and customer renewal concerns.
• Support pricing discussions related to renewal incentives, exception requests, and other business decisions that require sound judgment, confidentiality, and a clear understanding of business impact.
• Provide operational support for both standard and exception-based renewal motions.
• Provide additional support to Customer Success Managers related to renewal questions, reporting needs, issue resolution, and data management.
• Communicate clearly and effectively with both internal and external customers.
• Work independently while managing multiple priorities and maintaining strong attention to detail.
• Perform other tasks and duties as assigned.

Company Description

Follett Software provides equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. We are committed to providing reasonable accommodations to individuals with disabilities and disabled veterans.

If you are interested in applying for employment and need assistance or an accommodation in the application process due to a disability, please contact us by email and let us know the nature of your request and your contact information.

Email: [email protected]

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