Renewal Operations Specialist

Company Overview

Follett Software builds technology with educators in mind. Its mission is to help schools improve district outcomes and student achievement by giving education teams tools that simplify workflows, organize information and resources, and make day-to-day operations easier. The company focuses on connected, intuitive products designed to remove complexity and help educators have a greater impact.

Role Summary

The Renewal Operations Specialist is part of the Customer Success organization and owns the day-to-day operational support for one product line, while also stepping in across additional lines when needed. The role works closely with the team manager and Customer Success Managers, with a strong emphasis on producing and updating renewal quotes and invoices, handling customer and internal requests, and keeping renewal activity running smoothly and at scale.

Key Duties

• Manage renewal operations within the CPQ quoting platform, which is connected to Salesforce.
• Support Oracle-based invoicing workflows, including its integration with CPQ and Salesforce.
• Revise renewal quotes using input from customers and the Success team.
• Prepare and send renewal invoices when requested by internal teams or customers, and update invoices when necessary.
• Maintain accurate reporting so the business can monitor renewal status and progress.
• Help troubleshoot quote and invoice issues for the Success and Finance teams.
• Respond to internal questions about renewal status and other renewal-related matters.
• Coordinate with Finance to verify customer payments against renewal invoices.
• Partner with Customer Service, Finance, and other departments on renewal and invoicing needs.
• Support process improvements that strengthen Customer Success operations and help both customers and internal teams.
• Assist with provisioning, deprovisioning, and extending customer accounts based on renewal payment status.
• Work with Customer Support, Technical Support, and Development on account activation and deactivation issues.
• Assist with system updates and the rollout of new tools or systems.
• Join training sessions to expand product and process knowledge.
• Continue building skills through ongoing professional development.
• Take on additional related tasks as assigned.

Qualifications

The ideal candidate brings 1 to 3 years of experience in customer success, customer operations, or another client-facing role in a SaaS environment. Experience handling renewals and subscriptions is especially valuable. A bachelor’s degree is preferred, though not mandatory.

Requirements

• 1 to 3 years of experience in customer success, customer operations, or a similar client-facing SaaS role.
• Prior exposure to renewals and subscriptions is strongly preferred.
• Bachelor’s degree preferred but not essential.
• Comfort using Excel and other reporting or analysis tools.
• Experience with CPQ and Salesforce is preferred.
• Strong troubleshooting and analytical thinking.
• Clear written and verbal communication skills.
• Ability to work independently and handle a large volume of requests efficiently.
• Excellent attention to detail and strong organizational habits.
• Comfort in a fast-paced environment with a proactive, solution-oriented mindset.

Work Environment

This is a hybrid position based in Wellington, New Zealand. Applicants must have the legal right to work in New Zealand. The role requires access to a private and quiet workspace. Working hours and schedules may be adjusted to suit the needs of the role and the organization.

Physical Requirements

• Ability to work from a home-office setup with frequent virtual meetings, communication, and interruptions.
• Extended periods of sitting and looking at digital screens.
• Regular use of keyboard and mouse for typing and navigation.
• Occasional movement within the workspace, including bending, twisting, reaching, or lifting items up to 10 pounds.
• Minimal travel, under 10%.

Equal Opportunity and Accommodations

Follett Software is an equal opportunity employer and considers applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. The company supports reasonable accommodations for individuals with disabilities and disabled veterans. Candidates who need help with the application process may contact [email protected] and share the nature of the request along with their contact details.

Additional Information

This job posting is intended to describe the general nature, scope, and level of the role, but it is not an exhaustive list of qualifications, duties, or working conditions. Responsibilities and activities may change at any time, with or without notice. Reasonable accommodations may be provided to support individuals with disabilities in performing the essential functions of the role. A California resident privacy notice is available from the company.