Job Description

As a Renewals Coordinator, you will be the operational backbone of our client renewals process, ensuring smooth billing operations and exceptional client service during renewal cycles. This role focuses on managing invoicing processes, resolving billing inquiries, and supporting client retention through efficient renewal operations across our global school portfolio.

Key Responsibilities

Renewals Operations & Invoicing

• Generate and process renewal invoices accurately and on schedule using NetSuite and Salesforce
• Coordinate with Finance team to ensure billing accuracy and resolve invoice discrepancies
• Manage renewal timelines and deadlines, ensuring all clients receive timely renewal notifications
• Process contract amendments, student count updates, and pricing adjustments
• Maintain accurate records of all renewal activities and client communications

Client Support & Communication

• Respond to client billing and renewal inquiries via email, phone, and support tickets within SLA requirements
• Provide clear explanations of invoices, pricing, and renewal terms to school administrators
• Coordinate payment plans and billing arrangements for clients with budget constraints
• Escalate complex renewal issues to SEMs and regional leads when appropriate
• Maintain professional, helpful communication with schools across different time zones and cultures

Collections & Payment Follow-up

• Coordinate with schools on payment schedules and collection activities
• Work with SEMs to identify and address payment-related risks to retention
• Maintain accurate documentation of all collection activities in CRM systems

Data Management & Reporting

• Update and maintain client records in Salesforce and NetSuite systems
• Support month-end and quarter-end financial reporting processes
• Ensure data accuracy across all billing and renewal systems

Process Improvement & Support

• Follow and help refine standard operating procedures for renewals and billing operations
• Identify automation opportunities to improve efficiency and reduce manual work
• Support implementation of new billing processes and system improvements
• Collaborate with cross-functional teams (Sales, Finance, Client Experience) on renewal operations
• Assist with special projects related to billing, collections, and client retention

Requirements

Technical Skills

• CRM Proficiency: Basic knowledge of Salesforce or similar CRM systems
• Financial Systems: Experience with billing/invoicing software (NetSuite preferred)
• Data Management: Strong Excel/Google Sheets skills for data analysis and reporting
• Communication Tools: Proficiency in email platforms, video conferencing, and support ticketing systems

Communication & Language Skills

• Language Requirements: Fluent English (written and verbal) required
• Client Service: Strong customer service orientation with professional phone and email manner
• Written Communication: Excellent written skills for client correspondence and documentation
• Cultural Awareness: Ability to work effectively with international clients across different time zones

Organizational & Analytical Skills

• Process-Oriented: Strong attention to detail and ability to follow systematic procedures
• Time Management: Ability to manage multiple renewal cycles and deadlines simultaneously
• Problem-Solving: Analytical mindset for resolving billing discrepancies and client issues
• Financial Acumen: Basic understanding of subscription billing, invoicing, and collections processes

Industry Knowledge

• Education Sector: Interest in or familiarity with K-12 education and international schools preferred
• SaaS/Subscription Models: Understanding of recurring revenue and subscription business basics
• International Business: Awareness of working with clients across different countries and currencies

Preferred Qualifications

• 1-3 years experience in billing, collections, customer service, or operations roles
• Previous experience with SaaS or subscription-based companies
• Background in education technology or working with educational institutions
• Experience with NetSuite, Salesforce, or similar business systems
• Bachelor's degree in Business Administration, Finance, or related field

Benefits

• Comprehensive social security (healthcare, pension, disability)
• Paid time off: vacation, public holidays, sick leave, bereavement leave, marriage leave, parental leave
• Professional development
• Unlimited book budget
• Regular performance reviews
• Employee recognition
• Employee referral program
• Birthdays and work anniversaries (Fariaversary)

Career development and other business needs occasionally present themselves, even for non-traveling roles, therefore, we ask all Faria Education Group employees to maintain a valid passport.

Full training will be provided during induction and further training will be given throughout the duration of your employment, in order to assist in advancing your career with Faria Education Group.

All qualified applicants will receive consideration for employment without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality or sex.

About Faria Education Group

At Faria Education Group, we are dedicated to reaching every learner and inspiring every educator. As the trusted partner of over 10,000 schools and 4 million students in 155 countries, we lead the way in international education systems and services.

We offer an integrated suite that supports all aspects of curriculum management, teaching and learning, admissions, and school-to-home communications. With an unwavering commitment to innovation, our technology is designed with rigorous standards for data protection and security, ensuring first-class training and support for modern international schools.

Through our innovative online courses and revision programs, we provide comprehensive educational experiences. Our offerings include the IB Diploma and Cambridge online courses, bringing high-quality education to schools and homes worldwide.

Join us in our commitment to transforming education and empowering communities globally. Explore our services, including ManageBac, OpenApply, Atlas, SchoolsBuddy, Pamoja, Wolsey Hall, and Oxford Study Courses.

https://www.faria.org/careers