Renewals Operation Analyst

We’re obsessed with growth. From enabling companies to flourish, to helping careers bloom.

SupportNinja was founded in 2015 to help companies solve for scale and connect them with a wider world of talent. Our vision is to show the world a better way to grow by developing the best people, implementing the latest technology, and challenging the status quo.

SupportNinja is a new kind of BPO. Our vision is to show the world a better way to outsource by developing the best people, implementing the latest technology, and challenging the status quo. SupportNinja helps fast-growing tech companies by providing around-the-clock outsourced support, lead generation, customer service and community management.

As a Ninja, you are guaranteed a culture dedicated to our core values: Employee Focused, Always Be Humble, Improve Everyday, Compassionate Candor, and Collectively Bring Joy.

The Renewals Operation Analyst is responsible for providing operational, analytical, and administrative support to the Director of Renewals. This role is crucial in managing day-to-day activities, tracking performance, and identifying opportunities for process automation and improvement. The Renewals Operation Analyst will conduct detailed pipeline analysis, support key business initiatives, and assist in driving continuous improvement across the renewals team. This role offers a great opportunity for someone looking to develop skills in operations, business analysis, and team coordination within a global organization.

This is a hybrid position at The Foundry, BGC, Taguig City (at least 2 days a month onsite)

What does a day in the life of a Renewals Operation Analyst look like?

• Operational Support: Assist the Director of Renewals in managing daily tasks, including tracking key performance metrics (KPIs), conducting data validation, and supporting team workflows.
• Pipeline Analysis & Reporting: Perform weekly, monthly, and quarterly opportunity pipeline analysis, identifying gaps, areas for improvement, and required actions. Generate regular and ad-hoc business analysis reports for Retention, Customer Success, and Sales Leadership.
• Process Improvement & Automation: Identify opportunities for process automation and operational improvements, working with cross-functional teams to implement and drive these initiatives.
• Churn & Renewal Insights: Support global churn forecasting, identify renewal improvements (both direct and channel), and work with leadership to evolve forecasting mechanics by incorporating customer health insights.
• Stakeholder Support: Assist in the development and presentation of business outcomes to stakeholders, helping them understand key drivers of performance (e.g., churn attribution, upsell opportunities) and enabling them to act on insights.
• Cross-Functional Collaboration: Provide critical business insights to Customer Success and Sales leadership based on data analysis and business acumen. Recommend action plans to address identified issues and assist in execution.
• Continuous Improvement: Drive a culture of continuous improvement around performance, process automation, and data accuracy within the renewals organization.

What are the required qualifications of a Renewals Operation Analyst?

• Bachelor’s degree in business administration, management, or a related field.
• Data Management: Experience with tools like Salesforce for creating dashboards, reports, custom report types, workflows, and calculated fields.
• Quantitative Skills: Exceptional spreadsheet and data analysis skills, with the ability to identify trends, opportunities, and areas for improvement.
• 2-3+ years of experience in operational support, business analysis, or project management roles, ideally within SaaS renewals, customer success, or sales operations.
• Familiarity with direct and channel renewal sales processes is an advantage.
• Strong quantitative and data analysis abilities, with proficiency in Business Intelligence tools, PowerBI, Excel and CRM systems like Salesforce.
• Excellent communication skills for collaborating with cross-functional teams and presenting insights to leadership.
• Strong problem-solving and project management skills, with the ability to drive initiatives in a fast-paced environment.
• Ability to work independently, prioritize tasks, and manage ambiguity effectively.
• Preferably can start ASAP
• Willing to work on a night shift

Nice-to-have qualifications:

• At least a year of end-user or intermediate-level CRM experience, preferably in Salesforce.com and its reporting functionalities.
• Familiarity with Salesforce reporting, tracking opportunity details, and understanding of ACV and bookings calculations.
• Commission experience is preferred, but not required (Spiff, Xactly, CaptivateIQ, etc.)
• Proficient with Microsoft Excel and complex formulas & logic
• Bachelor's degree in business, accounting, finance, economics, or related field.
• Proven experience in the financial industry.
• Proficiency with spreadsheets, databases, and financial software applications.
• Outstanding presentation, reporting, and communication skills.
• Proven knowledge of financial forecasting and diagnosis, corporate finance, and information analysis.
• Proficient in Word, Excel, Outlook, and PowerPoint.
• Comfortable using a computer for various tasks.
• Proven leadership abilities.
• Deep understanding of the financial system and institutions

Ninja Perks and Benefits

*Full time employees

● Competitive compensation

● Adherence to government-mandated benefits

● Retirement Savings Program with Company Matching

● Life Insurance

● HMO on day 1

● Paid time off, birthday leave

● Bonus and incentive plans

● Opportunities for skills training and personal and professional development

● Employee Referral Program

● Beautiful office space (for onsite employees)

● Free lunch provided daily (for onsite employees)

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Disclaimer:

The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.

SupportNinja is proud to be an Equal Employment Opportunity employer and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.