Renewals Executive

Overview

Coordinate customer renewals end-to-end for Bottomline's recurring revenue, covering inbound request triage, renewal quoting, contract and pricing validation, and timely closure of renewals.

What you'll do

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

What you'll need

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

Nice to have

• Experience working in a SaaS, subscription or recurring revenue environment.
• Experience in reviewing customer contracts and pricing structures.
• Experience supporting renewal forecasting or revenue reporting.

Details

• Location: India.
• Hybrid environment using SFDC plus operational reporting, including Excel.
• Team members rotate queue coverage.
• Reports to Jolanta Popiel.
• Department: CCO Operations.
• FLSA status: Exempt.