Senior Renewal Representative - HiEd
As a Senior Renewal Representative (HiEd) at Instructure, Inc., you will play a critical role in managing a broader and more complex portfolio of higher education customer accounts, with a focus on both strategic account retention and growth. Building on foundational experience, you will own high-value and multi-product renewals, collaborate closely with cross-functional teams, and proactively identify opportunities for account expansion.
Responsibilities and Duties- Manage a diverse portfolio of renewal accounts, including medium and large-scale contracts, to ensure timely and accurate renewals.
- Develop 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 overall 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, risks, and opportunities.
- Lead renewal negotiations, addressing customer objections, pricing discussions, and contract adjustments to reach mutually beneficial outcomes.
- Serve as a subject matter expert (SME) on quoting tools and CRM best practices, driving data integrity and operational efficiency.
- Partner 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.
Qualifications, Skills, and Requirements- Minimum of 3 years of experience in customer success, account management, or renewal management roles, preferably in the SaaS or education technology industry.
- Proven ability to manage and grow customer relationships, with experience handling high-value and multi-product accounts.
- Strong negotiation skills and advanced ability to navigate complex discussions with clients.
- Analytical thinker with the capability to analyze usage data, identify trends, and apply insights to renewal strategies.
- Demonstrated ability to identify inefficiencies and contribute to operational enhancements and process improvements.
- Advanced proficiency with CRM systems and tools such as Salesforce, Gainsight, Clari, and Gong.
- Excellent communication, organization, and interpersonal skills.
- Self-motivated, detail-oriented, and able to manage multiple priorities in a fast-paced environment.
- Bachelor's degree in Business, Education, or a related field preferred.
- Willingness to travel as required to support higher education clients and business objectives, up to 20%.
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.
