Manager, Renewal Specialist
Description
POSITION SUMMARY
Neumo seeks an organized, analytical Manager, Renewal Specialist to lead centralized renewal operations across its government technology solutions. This leader is accountable for timely and accurate end-to-end renewal processing, renewal pipeline visibility, standardized workflows, team development, and operational reporting. Renewals Operations owns execution and administrative coordination; revenue retention outcomes are shared with Sales and Customer Success.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Renewal Operations & Execution
- Lead renewal administration across business units, ensuring renewals are initiated and completed on schedule.
- Oversee the end-to-end renewal lifecycle, tracking expirations 90 to 180 days out, and maintain pipeline and forecast accuracy in Salesforce.
- Standardize workflows for quotes, contracts, purchase orders, amendments, approvals, and documentation.
- Establish renewal playbooks, pricing guidelines, and escalation paths for complex or high-value accounts.
- Coordinate with Sales on approved pricing and terms, and with Finance and Legal on billing and contractual requirements.
- Resolve processing bottlenecks, government procurement issues, and exceptions; escalate potential delays promptly.
- Manage renewal notices, co-terming, multi-year terms, and price-uplift application in line with contract terms and policy.
Team Leadership & Development
- Coach, develop, and manage Renewals Specialists with clear role expectations and service standards.
- Monitor workload, capacity, quality, and productivity; conduct performance reviews and ongoing coaching.
- Build onboarding, training, and standard operating procedures; maintain a team knowledge base.
- Balance assignments by account volume and complexity, and plan coverage for peak renewal periods and fiscal-year-end cycles.
Pipeline Management & Reporting
- Maintain a centralized renewal pipeline with 90-, 120-, and 180-day visibility.
- Track milestones, expiration dates, purchase orders, and outstanding approvals in Salesforce.
- Identify overdue or at-risk transactions and communicate operational risks to Sales leadership.
- Publish dashboards and renewal execution reports with accurate, auditable data; support forecast reviews with Sales and Finance.
Cross-Functional Collaboration
- Partner with Account Executives on commercial handoffs and with Customer Success Managers on customer health and retention risks.
- Coordinate with Finance, Legal, and government procurement stakeholders, including cooperative purchasing and contract vehicle requirements.
- Define escalation paths and responsibility boundaries across Sales, Customer Success, and Renewals.
Process Improvement & Automation
- Implement repeatable workflows, quality controls, and service-level agreements.
- Identify Salesforce and CPQ automation opportunities for reminders, task routing, approvals, and reporting.
- Reduce cycle time, manual rework, and avoidable processing delays.
- Support audit readiness by ensuring contract and renewal documentation is complete, accurate, and retrievable.
Other Duties
- Perform other duties as assigned.
KNOWLEDGE AND EXPERIENCE
- 5+ years in SaaS renewals, contract administration, sales/revenue operations, or related work.
- 2+ years leading or managing operational teams.
- Advanced knowledge of CRM platforms (e.g., Salesforce), CPQ tools, and data analysis/forecasting software.
- Experience with recurring revenue contracts, renewal workflows, Salesforce reporting, and dashboards.
- Strong commercial negotiation skills, financial acumen, and data-driven planning.
- Strong analytical, communication, process-improvement, and cross-functional leadership skills.
PREFERRED QUALIFICATIONS
- GovTech or public-sector SaaS experience, including state, county, or municipal procurement.
- Experience with multi-product or multi-business-unit organizations.
- Knowledge of government purchasing agreements, amendments, subscription billing, and contract management systems.
- Experience centralizing operations and implementing workflow automation.
EDUCATION AND CERTIFICATIONS
- Bachelor's degree in Business, Finance, or a related field, or equivalent experience.
- Preferred: Salesforce Administrator or CPQ certification; CPCM/CFCM or similar contract management credential.
WORK ENVIRONMENT
- Office setting with a moderate noise level.
- The employee will work at an individual workstation, using a telephone and computer.
PHYSICAL DEMANDS
- Must be able to remain seated for extended periods.
- Regular use of a computer and other office machinery, such as printers and copy machines.
- Occasional movement around the office.
- Frequent communication via telephone.
Neumo Summary:
With the backing of four decades of public sector expertise and corporate capability, Neumo has successfully supported government services. Neumo was honored and recognized for four (4) consecutive years as a GovTech 100 Company representing the top 100 companies focused on making a difference in and selling to state and local government agencies across the United States.
Neumo is committed to helping communities thrive and brings a wealth of experience combined with innovation. Today, Neumo offers more administrative and financial support to government officials than any other organization. And with a responsive, client-focused approach, we foster partnerships that give our customers the certainty they need to accomplish more.
Neumo offers a competitive benefits and compensation package and are looking for team members who will thrive in our dynamic environment.
Neumo is an Equal Opportunity Employer. Selection for a position will be made without regard to race, religion, national origin, sex, political affiliation, marital status, non-disqualifying physical handicap, and age.