Renewals Representative - Parchment

About the role

At Instructure, we believe in the power of people to grow and succeed throughout their lives. Our goal is to amplify that power by creating intuitive products that simplify learning and personal development, facilitate meaningful relationships, and inspire people to go further in their education and careers.

We do this by giving smart, creative, passionate people opportunities to create awesome. And that's where you come in:

As a Renewals Representative, you will play a pivotal role in managing a broader and more complex portfolio of customer accounts, with an emphasis on strategic account retention and growth. Leveraging your foundational experience, you will take ownership of high-value and multi-product renewals, collaborate cross-functionally to optimize outcomes, and proactively engage accounts to identify expansion opportunities.

What You Will Do

• Manage a diverse portfolio of renewal accounts, including medium and large-scale contracts, to ensure timely and accurate renewals.
• Develop and execute tailored renewal strategies to maximize customer retention and identify expansion opportunities.
• Collaborate closely with Customer Success Managers (CSMs) and Sales Representatives to align on account strategies and customer health.
• Create, deliver, and manage complex renewal quotes, ensuring alignment with customer needs and usage data.
• Conduct renewal forecasting with a high degree of accuracy, providing management with regular updates on progress and risks.
• Lead renewal negotiations, including addressing customer objections, pricing discussions, and contract adjustments.
• Serve as a subject matter expert (SME) on quoting tools and CRM best practices, driving data integrity and operational efficiency.
• Collaborate with Product and Marketing teams to understand and communicate product updates or enhancements that may affect renewals.
• Track and report on key renewal performance metrics to identify trends and inform process improvements.

What You Will Need to Know/Have

• Minimum of 3 years of experience in customer success, account management, or renewal management roles.
• Proven ability to manage and grow customer relationships, with experience handling high-value accounts.
• Strong negotiation skills, with the ability to navigate complex discussions to drive mutually beneficial outcomes.
• Analytical thinking skills, with the capability to analyze usage data, identify trends, and apply insights to renewal strategies.
• Demonstrated ability in process improvement, including identifying inefficiencies and contributing to operational enhancements.
• Advanced proficiency with CRM systems such as Salesforce, Gainsight, and Clari.
• Ability to travel a few times throughout the year
• Bachelor's degree preferred

Get in on all the awesome at Instructure!

We offer competitive, meaningful benefits in every country where we operate. While they vary by location, here's a general idea of what you can expect:

• Competitive compensation, plus all full-time employees participate in our ownership program - because everyone should have a stake in our success.
• Flexible work culture. Our remote, hybrid and in-office collaboration spaces vary by role, team and location.
• Generous time off, including local holidays and our annual “Dim the Lights” period in late December, when teams are encouraged to step back and recharge based on departmental needs.
• Comprehensive wellness programs and mental health support
• Learning and development resources, including professional development tools and tuition reimbursement, to support your growth
• The technology and tools you need to do your best work
• Motivosity employee recognition program
• A culture rooted in inclusivity, support, and meaningful connection

We believe in hiring great people and treating them right. The more diverse we are, the better our ideas and outcomes.

All employees must pass a background check as part of the hiring process. To help protect our teams and systems, we’ve implemented identity verification measures. Candidates may be asked to verify their legal name, current physical location, and provide a valid contact number and residential address, in accordance with local data privacy laws.

Any attempt to misrepresent personal or professional information will result in disqualification.