Renewal Operations Analyst

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 Succe