Renewal Operations Specialist

At Trackforce, we are transforming physical security operations that are managed around the world. As the leading SaaS platform for physical security workforce management, we provide security companies and organizations with a streamlined solution to manage their guard forces, respond faster, operate more efficiently, and reduce costs — all while staying focused on safety and protection.

We support 4,600+ clients across more than 50 countries and are proud to be a growing team of 300+ professionals. With our headquarters in Dallas, Texas, and Centers of Excellence in Montreal, Quebec and Wroclaw, Poland, we collaborate across regions and time zones in a hybrid work environment that combines flexibility, connection, and meaningful impact.

At Trackforce, we operate in both hybrid and remote models, offering flexibility to balance in‑office collaboration with WFH. This approach allows our teams to stay connected while maintaining autonomy and work‑life balance. We are highly focused on delivering value to our customers, and our recent merger has strengthened our position as the market leader in security workforce management software.

Key Responsibilities

• Administer the company’s end-to-end renewals operational process.  

• Create, maintain, audit, and govern renewal opportunities within Salesforce.  

• Ensure every customer has a single active renewal opportunity with accurate data integrity.  

• Populate and maintain:  

• Contract terms  

• Renewal dates  

• ARR values  

• Pricing assumptions  

• Renewal stages  

• Health indicators  

• Auto-renewal statuses  

• Price Increases, renewal amounts and contractions 

• Purchase Orders and quotes 

• Key contacts 

• Bulk assign renewal opportunities based on defined routing and assignment criteria.  

• Maintain operational SLAs and renewal workflow timelines.  

• Support annual renewal planning and pricing initiatives.  

• Populate forecasted renewal increases and pricing models across renewal opportunities.  

• Validate that renewal pricing strategies align with customer health and retention risk.  

• Adjust forecasted pricing and save thresholds based on approved retention guidelines.  

• Support multi-year contract conversion strategies by operationalizing approved pricing and term structures.  

• Assist leadership with renewal forecasting accuracy and reporting readiness.  

• Prepare accounts for Renewal Manager engagement.  

• Revalidate renewal opportunity stages, account health, and risk indicators prior to customer outreach.  

• Identify accounts requiring escalation, negotiation, or customer-facing intervention.  

• Route:  

• At-risk accounts  

• Negotiated renewals  

• High ARR renewals  

• Downsells  

• Cross-sell opportunities 

  to the appropriate Renewal Manager, CSM or Sales stakeholder.  

• Generate operational renewal communications and templates.  

• Prepare renewal notices outlining:  

• Price increases  

• Contract term options  

• License/FTE changes  

• PO requirements  

• Ensure approved marketing and value messaging is incorporated into customer communications.  

• Support automated renewal communication workflows and tooling integrations.  

• Process finalized renewal outcomes within Salesforce and ensure it is provisioned in NetSuite.  

• Update subscriptions, pricing, and billing records following finalized negotiations.  

• Process churn and downsell operational workflows.  

• Coordinate subscription cancelations and client terminations against approved churn cases.  

• Ensure financial and operational alignment across:  

• Salesforce  

• NetSuite  

• Renewal reporting  

• Attend bi-weekly renewals governance meetings.  

• Maintain renewal reporting accuracy and operational dashboards.  

• Support renewal KPI tracking and leadership reporting.  

• Identify workflow inefficiencies and recommend automation opportunities.  

• Drive operational scalability and process standardization across the renewals organization.  

Required Qualifications

• 3–5+ years experience in:
• • Revenue Operations  
  • • Renewals Operations  
    • • Sales Operations  
      • • Customer Success Operations  
        • • SaaS contract administration  
          • Advanced experience with CRM such as Salesforce 
          • Bilingual (English, French)
          • Strong operational discipline and process management capabilities.  
          • High attention to detail and organizational skills.  
          • Experience managing large volumes of recurring revenue transactions and workflows.  
          • Strong analytical and reporting skills.  
• Revenue Operations
• • Renewals Operations  
  • • Sales Operations  
    • • Customer Success Operations  
      • • SaaS contract administration  
        • Advanced experience with CRM such as Salesforce 
        • Bilingual (English, French)
        • Strong operational discipline and process management capabilities.  
        • High attention to detail and organizational skills.  
        • Experience managing large volumes of recurring revenue transactions and workflows.  
        • Strong analytical and reporting skills.  
• Renewals Operations
• • Sales Operations  
  • • Customer Success Operations  
    • • SaaS contract administration  
      • Advanced experience with CRM such as Salesforce 
      • Bilingual (English, French)
      • Strong operational discipline and process management capabilities.  
      • High attention to detail and organizational skills.  
      • Experience managing large volumes of recurring revenue transactions and workflows.  
      • Strong analytical and reporting skills.  
• Sales Operations
• • Customer Success Operations  
  • • SaaS contract administration  
    • Advanced experience with CRM such as Salesforce 
    • Bilingual (English, French)
    • Strong operational discipline and process management capabilities.  
    • High attention to detail and organizational skills.  
    • Experience managing large volumes of recurring revenue transactions and workflows.  
    • Strong analytical and reporting skills.  
• Customer Success Operations
• • SaaS contract administration  
  • Advanced experience with CRM such as Salesforce 
  • Bilingual (English, French)
  • Strong operational discipline and process management capabilities.  
  • High attention to detail and organizational skills.  
  • Experience managing large volumes of recurring revenue transactions and workflows.  
  • Strong analytical and reporting skills.  
• SaaS contract administration
• Advanced experience with CRM such as Salesforce
• Bilingual (English, French)
• Strong operational discipline and process management capabilities.
• High attention to detail and organizational skills.
• Experience managing large volumes of recurring revenue transactions and workflows.
• Strong analytical and reporting skills.

Preferred Qualifications

• Experience in a dedicated Renewals function.
• Experience supporting contract term expansion or multi-year agreement strategies.
• Familiarity with Salesforce, DealHub, NetSuite, and CRM-based renewal forecasting.
• Experience working with parent-child account structures, contract consolidations, and complex commercial negotiations.
• Experience in B2B SaaS, enterprise software, or multi-segment customer environments.

Success Metrics

• Renewal Forecast Accuracy
• Renewal Opportunity Hygiene
• SLA Adherence
• Pricing Accuracy
• Salesforce & NetSuite Data Integrity
• Operational Processing Timeliness
• Contract Term Conversion Support
• Renewal Workflow Efficiency
• Churn Processing Accuracy