Position Title: Renewals Executive

Department: CCO OperationsReports To: Jolanta Popiel

FLSA: ExemptJob Family: General Professional

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W/C:

Position Summary:

The Renewals Executive supports Bottomline’s recurring revenue by coordinating customer renewals end-to-end-triaging inbound requests, preparing renewal quotes, validating contract terms and pricing and ensuring renewals are closed accurately and on time.

This role partners closely with Customer Success, Sales, Finance, Billing and Sales Operations, and communicates directly with customers and partners to resolve renewal queries, confirm renewal terms, and secure purchase orders.

Operational Environment:

Bottomline’s Renewals Function is transforming to modernize processes, improve data quality, and strengthen forecasting and pricing governance. As not all product lines are yet fully migrated into SFDC, the role operates in a hybrid environment using SFDC plus operational reporting (including Excel). For certain product lines, requests are managed through a case management process. Team members rotate queue coverage, resolve requests, or route them to the right owners, requiring strong prioritization and attention to detail.

Key Responsibilities:

• Manage incoming renewal-related requests through the shared Renewals inbox and case management system

• Review, triage, and respond to requests from customers, partners, and internal teams.

• Communicate directly with customers and partners to resolve renewal-related queries or clarify contract and pricing information.

• Route cases to the appropriate internal stakeholders where necessary, while maintaining ownership of progress and resolution.

• Participate in team rotations responsible for managing the daily case queue and ensuring service levels are maintained.

Renewal preparation and quoting:

• Prepare renewal quotations for upcoming contract renewals using SFDC opportunities, internal reporting tools, or off-system quoting processes where required.

• Issue renewal quotations to customers and partners and respond to follow-up questions regarding pricing or renewal value.

• Generate renewal reports and support data extracts for internal teams and external partners.

• Validate renewal values, product entitlements, and pricing structures before issuing renewal quotations.

• Support the progression of renewal opportunities through internal approval workflows and systems.

Contract & Pricing Validation:

• Review existing customer agreements to confirm renewal terms, pricing conditions, uplift clauses, and billing structures.

• Identify contractual provisions that impact renewals, including pricing restrictions or renewal conditions.

• Ensure pricing updates and renewal terms align with contractual agreements and internal pricing governance.

• Escalate contractual or commercial risks where appropriate.

• Support Customer Success and Sales Teams during renewal discussions by validating pricing, contract terms, and renewal structures.

Data management, Reporting & Forecasting:

• Maintain accurate renewal data across SFDC and internal reporting tools.

• Work with operational reports and data sets (including excel based reporting) to track upcoming renewals and validate contract details.

• Support internal renewal reporting and forecasting processes by validating renewal values and timelines.

• Contribute to improving data quality and operational visibility as the renewals organization continues to mature.

• Maintain accurate tracking of renewal outcomes, including renewals, downsells, and churn, to support forecasting and retention reporting.

Cross-Functional Collaboration

• Work closely with Customer Success Managers and Sales teams to support retention and renewal planning.

• Collaborate with Finance, Billing, Sales Operations, and other teams to ensure renewals are processed and recorded correctly.

• Coordinate internally to resolve operational or commercial blockers that may impact renewal closure.

• Support partner relationships by preparing and issuing renewal reports and providing renewal-related information when required.

Transformation & Continuous Improvement

• Support the migration of product lines and renewal processes into SFDC and other core systems.

• Contribute to improving renewal workflows, documentation, and operational processes.

• Participate in internal projects aimed at strengthening renewals operations and data governance.

• Demonstrate flexibility and adaptability as responsibilities and processes evolve.

Required Skills:

• Exceptional attention to detail and strong data validation skills

• Strong analytical capabilities and experience working with operational data.

• Excel skills and comfort working with reporting and datasets.

• Excellent organizational and prioritization skills with the ability to manage multiple tasks simultaneously.

• Strong collaboration skills and ability to work effectively across organizational boundaries.

• Experience communicating with customers or partners in a commercial or operational environment.

• Good understanding of contract language and commercial terms.

• Commercial awareness and understanding of how renewals contribute to recurring revenue and customer retention.

• Negotiation and stakeholder management skills.

• Strong written and verbal communication skills.

• Ability to operate effectively in a fast-moving environment where processes and responsibilities may evolve.

• Proactive mindset with willingness to learn new systems, processes and tools.

Education and Experience:

• 3+ years of experience in renewals, customer success operations, revenue operations, sales operations, or related commercial operations role.

• Experience working in SaaS, subscription, or recurring revenue environment preferred.

• Experience in reviewing customer contracts and pricing structures is advantageous.

• Experience supporting renewal forecasting or revenue reporting is beneficial.