Job Description Summary

The Senior Renewals Operations professional is responsible for driving efficiency, accuracy, and strategic execution in the customer contract renewal lifecycle. This role ensures seamless operations across sales, customer success, and finance teams, while optimizing processes to maximize retention and revenue growth.

Job Description

Key Responsibilities:

Commercial and Renewals Expertise:

Strong understanding of subscription/contract renewals, term management & pricing.

Data Management:

Maintain the integrity and accuracy of renewals data, manage CRM systems (such as Salesforce, SAP and Fusion), and validate the renewals pipeline.

Create and maintain master datasets for the installed base, ensuring the accuracy of customer, site, and installation information in the company's system of record.

Process Optimization:

Devise, implement, and manage efficient renewals processes, workflows, and policies.

Strong documentation and SOP (Standard operating procedures) creation skills.

Performance Analysis & Reporting:

Maintain renewals data to track performance & support leadership with strategic decision-making.

Generate reports and dashboards for internal teams and customers using tools like Excel or Power BI to show installed base status.

Analyze installed base data to track activities like installations and decommissions.

Conduct data audits, identify discrepancies, and execute actions to resolve them.

Operational Oversight:

Timely and accurate booking of purchase orders in ERP.

Ensure delivery of invoices and licenses to the customers/partners.

IB (Installed base) Creation & Management:

Creating and/or supporting the creation of Installed Base records in the Installed Base management system (Service Now) and (or) SFDC, based upon validated data from booking ERPs or from other validated sources.
Maintaining existing Installed Base records in accordance with validated change requests.

Working within the requirements set out in the relevant work instructions, process guidelines and in accordance with Quality and Regulatory policies and procedures.

Technology & Tools:

Evaluate and implement automation to enhance productivity and streamline operations.

Sales Strategy Alignment:

Collaborate with renewals account manager, sales, channel partners, commercial finance and other departments to ensure renewals KPI is aligned with overall business goals.

Forecasting:

Prepare and analyze renewals forecast to guide revenue and costs.

Skills Required:

Analytical Skills:

Ability to analyze data, identify patterns, and derive actionable insights. Strong Excel skills.

Knowledge of Power BI is a plus:

Technical Skills:

Proficiency with CRM systems (Salesforce, Fusion and SAP, Service Now)

Process Management:

Strong understanding of renewals processes and strive for optimization.

Collaboration:

Excellent communication and interpersonal skills to work effectively with various departments and geographies.

Qualifications:

Bachelor’s degree in Business, Operations, or Engineering. MBA Preferred.

8-12 years of experience in business process improvement, operations, or asset management, preferably in a cross-functional environment.

Additional Information

Relocation Assistance Provided: Yes