We are looking for a detail-oriented and proactive professional to join our Client Experience team as a Renewals Coordinator. In this role, you will be the operational backbone of our client renewals process, ensuring smooth billing operations and delivering excellent service to our schools during renewal cycles.
You will manage invoicing, resolve billing inquiries, and support client retention through efficient renewal operations across our global school portfolio. The right candidate will be organized, communicative, and eager to improve processes while collaborating with colleagues across time zones.
This is a great opportunity to learn the inner workings of a global SaaS company serving the international education sector, while building strong foundations in billing operations, client support, and renewals management.
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
Requirements
Technical Skills
- CRM Proficiency: Basic knowledge of Salesforce or similar CRM systems
- Financial Systems: Experience with billing/invoicing software (NetSuite preferred)
- Data Management: Strong Excel/Google Sheets skills for data analysis and reporting
- Communication Tools: Proficiency in email platforms, video conferencing, and support ticketing systems
Communication & Language Skills
- Language Requirements: Fluent English (written and verbal) required
- Client Service: Strong customer service orientation with professional phone and email manner
- Written Communication: Excellent written skills for client correspondence and documentation
- Cultural Awareness: Ability to work effectively with international clients across different time zones
Organizational & Analytical Skills
- Process-Oriented: Strong attention to detail and ability to follow systematic procedures
- Time Management: Ability to manage multiple renewal cycles and deadlines simultaneously
- Problem-Solving: Analytical mindset for resolving billing discrepancies and client issues
- Financial Acumen: Basic understanding of subscription billing, invoicing, and collections processes
Industry Knowledge
- Education Sector: Interest in or familiarity with K-12 education and international schools preferred
- SaaS/Subscription Models: Understanding of recurring revenue and subscription business basics
- International Business: Awareness of working with clients across different countries and currencies
Preferred Qualifications
- 1-3 years experience in billing, collections, customer service, or operations roles
- Previous experience with SaaS or subscription-based companies
- Background in education technology or working with educational institutions
- Experience with NetSuite, Salesforce, or similar business systems
- Bachelor's degree in Business Administration, Finance, or related field
Benefits
- Competitive salary aligned with Colombia market
- Remote work flexibility with international collaboration
- Professional development opportunities and training
- Exposure to the international education technology sector
- Career growth within a global company
- Comprehensive onboarding and mentorship program