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.

The Renewal Operations Specialist is the operational engine behind the company’s renewals program, responsible for executing the behind-the-scenes administrative, system, forecasting, pricing, workflow, and renewal preparation activities that enable scalable and predictable recurring revenue retention.  This role is highly process-oriented and operationally focused, ensuring renewal opportunities are accurately created, maintained, forecasted, audited, routed, and processed across Salesforce, NetSuite, and supporting systems. The Renewal Operations Specialist is not primarily customer-facing, but instead serves as the internal operational partner enabling Renewal Managers to focus on customer engagement, negotiations, retention, and expansion activities.  This role partners closely with Renewal Managers, Client Success, Sales, RevOps, and Finance to ensure renewal readiness, operational accuracy, and renewal execution consistency across the business.

Key Responsibilities Renewal Operations Administration

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.

Renewal Forecasting & Pricing Operations

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.

Renewal Readiness & Workflow Coordination

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.

Customer Renewal Communications Support

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.

Systems & Revenue Processing

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

Operational Governance & 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.

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

Our office is now located at 2020 Blvd Robert‑Bourassa, Suite 2000, Montreal, QC H3A 2A5, offering a more central and easily accessible workspace.

Benefits We Offer ·        Hybrid and flexible work model ·        Three weeks of vacation starting in your first year ·        Paid sick days & family obligation days ·        Comprehensive health & dental coverage from Day 1 ·        24/7 telemedicine access ·        Mental health & wellness support ·        Life insurance, AD&D, long term‑ disability & critical illness coverage ·        RRSP & DPSP with employer matching ·        Employee referral bonus ·        Paid volunteer day & recognition programs

#LI-Hybrid

At Trackforce, we are committed to providing an inclusive, respectful, and discrimination‑free workplace. We do not tolerate discrimination or harassment of any kind and make employment decisions based on qualifications, merit, and business needs. We proudly comply with local employment laws and are an equal opportunity employer in all locations where we operate.