Renewals officer

The Renewal Officer will be responsible for managing the end-to-end learner renewal lifecycle — from proactive outreach and negotiation to payment coordination and service continuity. The role is pivotal in ensuring high retention rates, timely renewals, and identifying opportunities for cross-selling and upselling within existing learner portfolios. This position requires a customer-centric professional who can effectively communicate, build strong relationships, and handle renewal operations with precision and empathy. Key Responsibilities Manage and track all upcoming renewals and course payment schedules using the CRM system. Initiate timely communication with learners before course expiry to discuss renewal options and next steps. Ensure smooth and error-free renewal processing to prevent service interruptions or account deactivation. Maintain long-term relationships with learners and institutional partners to drive loyalty and satisfaction. Coordinate with the finance team for payment collection, invoicing, and verification. Identify and promote upselling or cross-selling opportunities by introducing relevant programs and services. Resolve learner concerns and feedback promptly to enhance renewal conversion rates. Maintain accurate documentation of all renewal activities, communications, and outcomes in CRM tools. Collaborate with academic and operations teams to ensure seamless post-renewal onboarding and support. Generate and present reports on renewal performance, retention trends, churn analysis, and customer engagement. Required Skills & Competencies Excellent verbal and written communication skills in English. Proven ability in customer relationship management, negotiation, and follow-up. Strong organizational and attention-to-detail skills to manage multiple renewals simultaneously. Basic understanding of billing, invoicing, and subscription renewal processes. Proficiency in CRM tools (e.g., HubSpot, Salesforce, Zoho CRM) and Microsoft Office Suite. Goal-driven, proactive, and capable of working in a target-oriented environment. Positive, empathetic, and professional attitude in all customer interactions. Preferred Qualifications Bachelor’s degree in Business Administration, Marketing, or related fields. 1–3 years of experience in customer success, sales support, renewals, or account management — preferably in the EdTech or service industry. Familiarity with learner lifecycle management and subscription-based models will be an added advantage.