Company Overview:
Everything we do is for educators. We’re partnering with them to advance a bold vision for education that boosts district performance and student success. At Follett Software, we empower educators across roles with technology that streamlines processes and manages information and resources to improve their schools, increase student success, and drive the future of education. We believe that by empowering educators to amplify their impact on students’ lives, we can change the world. Our goal and mission is to drive the future of education. We are inspired by educators to deliver transformative technology. Our innovative, connected solutions simplify challenges and offer a seamless and intuitive experience.
POSITION SUMMARY
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.
POSITION SCOPE
Operational Support
- 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.
Salesforce and Salesforce CPQ Support
- 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.
Reporting and Analysis
- 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, and translate insights into actionable recommendations for segment managers and leadership.
- 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, including variable compensation, salaries, earnings, pricing strategies, and leadership-level performance reporting, ensuring confidentiality at all times.
Renewal and Pricing Support
- 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.
Customer and Team Support
- 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.
Other tasks and duties as assigned.
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.
- 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.
WORK ENVIRONMENT
- This role is remote and only open to candidates currently located in the United States and able to work without sponsorship.
- 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.
EEO
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, among others, 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: recruiting@follettsoftware.com
CCPA Notice for California Residents: https://follettsoftware.com/wp-content/uploads/2024/10/Notice-to-California-Applicants.pdf
