Renewal Operations Specialist - San Francisco

Amplitude is a leading digital analytics platform that helps companies unlock the power of their products. More than 2,300 customers, including Atlassian, Jersey Mike’s, NBCUniversal, Shopify, and Under Armour, rely on Amplitude to gain self-service visibility into the entire customer journey. Amplitude guides companies every step of the way as they capture data they can trust, uncover clear insights about customer behavior, and take faster action. When teams understand how people are using their products, they can deliver better product experiences that drive growth. 

As an organization, we approach challenges with humility, take ownership of our contributions, and embrace a growth mindset that pushes us to constantly improve ourselves, each other, and the value we bring to customers and partners.

Amplitude’s Commitment to Diversity Equity & Inclusion (DEI): Amplitude believes that diversity enables the creation of better products, improves the ability to solve complex problems, and drives more powerful solutions. We strive to create an environment of inclusion—one focused on psychological safety, empathy, and human connection—that will allow employees of all backgrounds to thrive.

About The Role & Team

Amplitude’s Renewal Operations team is leading the renewal and operational management in collaboration with the Sales, Partner and Customer Success organizations for Amplitude.  The Renewal Operations Specialist is a critical partner to optimize the efficiency of the field organization, enable on-time renewals and drive a stronger Effective Renewal Rate.  Specifically, the Renewal Operations Specialist will support Sales in the renewal motion, execute the renewal with the customer in partnership with the Seller, and drive process and systems improvements to create a more efficient renewal motion at scale.

 In this role, you will: 

• Renewal opportunity management: 
• Collaborate with sellers on the renewal strategy for the account.  
• Coordinate renewal entitlements, quotes, quote accuracy, approvals based on direction from the Seller.
• Support sellers in the customer engagement of a renewal, leveraging our renewal plays as guidelines on renewals.
• Ensure renewal paper process is correct and completely executed on assigned renewals.
• Auto renewal workflow: 
• Manage the auto renewal process and workflow for renewals designated as auto renewal.
• Partner with AEs to ensure customer contacts are correct, quotes are correct, trigger workflows.
• Manage customer engagement in partnership with sellers to complete auto renewal transactions.
• Renewals SME: 
• Act as the renewals SME, how best to proactively manage Renewals in Amplitude.  
• Drive a more efficient renewal motion, including process, systems, reporting & data improvements.
• Develop renewal playbooks to execute across renewals.
• Support field enablement on renewal best practices.
• Cross-team collaboration: Proactively establish and maintain effective working relationships with all support and sales teams, as well as client base accounts.
• Customer Management: Resolve basic issues and inquiries related to renewal contracts in a timely manner. Questions may be related to payment terms, deadlines, MSAs, etc.
• Renewal Policy Compliance and Process Management: Collaborate with relevant parties to ensure adherence to renewals policies and procedures - Ability to manage weekly run-rate support to ensure timely customer reviews and contract renewals 

At minimum, you should have:

• Operations or Customer experience - 2-3 years in Renewals, Sales Operations, Revenue/Business Operations, Customer Success, Sales Development or other customer facing or operation role.
• Collaboration & Communication - Strong collaboration and communication skills, adept at communication with field teams, Sellers and Customers in a professional manner.
• Bias for execution and drives results - Pushes self and others to achieve challenging goals and shows a strong drive to follow through with and complete what was started
• Strong sense of ownership and accountability - takes responsibility and ownership for organizational, team, and personal commitments - holds others accountable for results of assigned responsibilities
• Bachelor's degree (or higher or equivalent military experience) preferred

 

Who We Are

The Company: Amplitude is filled with humble, life-long learners