Renewal Representative (2nd Shift)

At Instructure, we believe in the power of people to grow and succeed throughout their lives. Our goal is to amplify that power by creating intuitive products that simplify learning and personal development, facilitate meaningful relationships, and inspire people to go further in their education and careers. We do this by giving smart, creative, passionate people opportunities to create awesome. And that's where you come in:

The Renewal Representative is focused on managing standard subscription renewals, ensuring data accuracy, and driving customer satisfaction. This role provides a foundation for developing expertise in CRM systems, quoting processes, and customer account management. You will support retention efforts, assist with identifying growth opportunities, and collaborate across teams to ensure seamless renewals.

Responsibilities and Duties:

• Proactively manage a defined portfolio of standard renewal accounts.

• Manage a defined portfolio of standard renewal accounts to ensure on-time contract renewals.

• Create, deliver, and revise renewal quotes based on customer usage and existing contract information.

• Maintain and update account information in Salesforce (CRM) with a high degree of accuracy and data hygiene

• Adhere to company best practices for opportunity management, data quality, and forecasting.

• Follow and adhere to best practices for internal processes, including opportunity management, data accuracy, quotation precision, and forecasting.

• Escalate at-risk accounts and issues to senior team members or management as needed.

• Assist Sales and Customer Success teams in identifying upsell opportunities within assigned accounts.

• Provide exceptional customer service by responding to basic customer inquiries and concerns.

• Gain familiarity with the full product portfolio, including the LMS and specialized platform tools.

• Maximize retention by proactively managing renewals and driving a high degree of customer satisfaction.

• Ability to work North American hours

Qualifications, Skills, and Requirements:

• 1–3 years of experience in customer service, sales support, or similar roles.

• Customer Focus: Demonstrated ability to prioritize customer satisfaction and build trust with clients.

• Attention to Detail: Accuracy in maintaining records, generating quotes, and processing orders.

• Time Management: Strong ability to manage multiple tasks and meet deadlines effectively.

• Collaboration: Excellent teamwork skills to work across departments and achieve shared goals.

• Adaptability: Quick learner with the flexibility to adjust to new processes and tools.

• Problem-Solving: Ability to address customer concerns and identify improvement opportunities.

• Communication: Strong written and verbal communication skills to convey information effectively.

• Technical Acumen: Ability to leverage CRM systems, spreadsheets, and other tools to manage workflows efficiently.

Technical Proficiencies

• Proficiency with computers and Google Workspace tools, particularly Google Sheets.

• Familiarity with CRM systems such as Salesforce (SFDC), Gainsight, and Clari is preferred.

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

• Annual learning and development stipends 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.

Instructure is an Equal Opportunity Employer. We comply with applicable employment and anti-discrimination laws in every country where we operate.

All employees must pass a background check as part of the hiring process. To help protect our teams and systems, we’ve implemented identity verification measures. Candidates may be asked to verify their legal name, current physical location, and provide a valid contact number and residential address, in accordance with local data privacy laws.

Any attempt to misrepresent personal or professional information will result in disqualification.