.What's the role?Reporting to the Customer Success Operations Team Leader, the Senior Renewal Operations Specialist is responsible for providing forecast clarity, scoring renewal growth and retention likelihood, and developing retention action plans. Key objectives include:Key capabilities to be developed, evolved, and managed include – digital-led CS model, renewals management function, churn management practice for HERE.Optimize and scale the renewal management process and bookings forecast process for scalability and predictability.Support Renewals Team for efficient, consistent, and effective renewals management.Extract insights from renewal data and recommend tactics to improve results.Collaborate with the Customer Success Team to identify and help build out vital collateral for retention.Collaborate and work with the Customer Success Operations and Transformation & Continuous Improvement teams to identify opportunities to further optimize and expand our processes and tool utilization, driving performance improvements and increased efficiencies.Senior Renewal Operations Specialist – Key ResponsibilitiesManage Renewals Enablement: Processes and ToolsImplement and manage systems/tools to streamline the renewals process and support the renewals team.Standardize and document workflows and processes to ensure scalable and consistent renewals management.Maintain documentation of renewal processes and ensure proper alignment across systems.Provide the Renewals team with materials and data to enhance efficiency and effectiveness.Coordinate cross-functional collaboration with Sales, Product, and Services teams to achieve renewal and upsell targets.Support Renewal Strategy: Segmentation and ForecastingSegment customers by renewal risk, assign accounts, and forecast hiring needs.Track at-risk renewals, design playbooks, and manage escalation paths.Drive Renewal Reporting & MetricsConduct regular pipeline analysis, identify gaps, and recommend actions.Analyze renewal forecasts, account health, and key KPIs to guide decisions.Provide insights and recommendations to Customer Success and Sales leadership to improve churn, upsell, and forecasting performance.Deliver executive-level presentations with insights from renewal metrics.Provide operational views and data-driven insights to guide the Renewals and Customer Success teams.Foster Continuous ImprovementIdentify opportunities for process automation and performance optimization.Generate business analysis reports to monitor Renewals Team performance and drive improvements across direct and partner renewals.IMPORTANT:This role is based in Leon, Guanajuato, MX and follows a hybrid working arrangement of three days on-site in our Refugio Campestre office and two days remote (work from home). No exceptions will be made to this working arrangement.Please submit resumes in ENGLISH