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 for Parchment at Instructure, Inc. is accountable for overseeing and executing the renewal process for existing Parchment customers, ensuring high customer retention and exceptional satisfaction. This role requires proactive customer engagement, identifying renewal opportunities, and effectively communicating the ongoing value and benefits of Parchment’s services.
What you'll do:
Manage a portfolio of Parchment customer accounts, with a focus on executing timely and successful renewals.
Engage proactively with customers before their renewal dates to understand ongoing needs, resolve potential concerns, and reinforce Parchment’s value proposition.
Negotiate renewal terms and pricing in line with company policies and individual customer requirements.
Collaborate cross-functionally with sales, support, and product teams to deliver a seamless and positive renewal experience.
Identify and qualify opportunities for account expansion and upselling during the renewal cycle, referring qualified leads to the sales team.
Maintain thorough and accurate records of customer interactions, renewal activities, and outcomes using the CRM system.
Analyze renewal data and trends to recommend process improvements and enhance customer retention strategies.
Prepare and deliver regular reports on renewal forecasts, pipeline status, and progress towards targets.
Stay current on Parchment product updates, new features, and developments in the competitive landscape.
Work an 8-hour shift between 8:00 AM and 8:00 PM CET to ensure coverage of North American business hours, with flexibility to accommodate customer and internal team calls as needed.
What You Will Need To Know/have
2+ years of experience in renewals, account management, sales, or customer success, ideally in a SaaS environment.
Proven ability to effectively manage a customer portfolio and consistently meet or exceed renewal goals.
Excellent written and verbal communication skills, with strong negotiation abilities.
Exceptional interpersonal skills and the ability to build strong, trust-based relationships with customers.
Self-motivated and able to work both independently and as part of a collaborative team in a fast-paced environment.
Proficiency using CRM tools (such as Salesforce) and productivity software (Google Workspace or Microsoft Office Suite).
Experience in education technology or with K-12/Higher Education markets is highly desirable.
Highly organized with strong attention to detail and the ability to manage multiple priorities effectively.
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.
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.