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