Encoura

Manager

• Own and manage the full renewals pipeline, including a rolling 120-day forecast with clear visibility into at-risk accounts
• Drive on-time renewal closure across all customer segments, ensuring commercial terms are favorable and contract value is protected or expanded
• Work collaboratively with Customer Success and Sales to develop win/win renewal proposals that incorporate upsell and cross-sell opportunities
• Provide leadership with regular, accurate updates on renewal status, risks, and resolution strategies
• Ensure quality and timeliness of renewal workflows, including quoting, contract processing, and system updates
• Partner with the VP, Global GTM Life Cycle Engagement and Student Success to define and execute a multi-phase plan to modernize the renewals function — including shifting responsibility for smaller renewals to a pooled Customer Success model so the renewals team can focus on high-ARR, complex accounts
• Provide strategic input on how roles and responsibilities should be redistributed across the renewals and Customer Success teams as the org evolves
• Lead recommendations on contract language simplification — working cross-functionally to move customers toward cleaner, easier-to-execute agreements
• Champion improvements to forecasting methodology and data quality to make the renewals function more predictable and insight-driven
• Identify and recommend automation and tooling improvements to reduce manual effort and improve the overall renewal experience for both customers and internal teams
• Develop and implement renewals playbooks that reflect both current operational best practices and the evolving model we are building toward
• Establish, document, and monitor compliance with best practices across Opportunity Management, Data Quality, Quoting, and Forecasting
• Implement system automation strategies to reduce friction and improve renewal experience at scale
• Directly manage and develop the renewals team, fostering a culture of accountability, continuous improvement, and adaptability
• Coach team members on commercial negotiation, Customer Success best practices, and data-driven decision making
• Act as a cross-functional partner to Customer Success, Sales, Finance, and Legal, with strong relationships across the revenue organization
• Travel up to 20%, including overnight and occasional weekend travel, depending on business needs.

Senior Manager, Renewals

• Own and build out Encoura’s RFP and proposal process for the Lifecycle Engagement and Student Success division, establishing it as a fully independent, high-performing function
• Conduct an immediate audit of current proposal content, processes, registered RFP pipelines, and tooling — identifying what can be carried forward and what needs to be built
• Establish a scalable, repeatable end-to-end proposal process from opportunity registration through submission, with clear SLAs, quality standards, and cross-functional accountability
• Build and maintain a centralized content library of approved responses, Encoura boilerplate, product and services descriptions, case studies, and compliance documentation
• Evaluate and implement proposal tooling appropriate to Encoura’s scale, including AI-assisted solutions to improve efficiency and consistency
• Connect with Encoura’s existing proposals team in other parts of the business to identify shared assets, templates, and best practices that accelerate the build
• Lead end-to-end development of all RFP, RFI, and proposal responses for the LE and SS division, ensuring each submission is on time, compliant, and strategically tailored to the customer’s needs
• Partner with Sales, Customer Success, and Solution Engineering to understand the competitive context for each opportunity and craft responses that genuinely differentiate Encoura
• Develop proposal narratives that articulate Encoura’s value proposition across its Lifecycle Engagement and Student Success products and services, with fluency in higher education buying contexts and procurement processes
• Manage the RFP registration pipeline, ensuring opportunities are identified early, tracked, and resourced appropriately
• Manage multiple concurrent proposals in a fast-paced, deadline-driven environment without sacrificing quality
• While this is an individual contributor role, it requires strong matrix leadership — you will coordinate and effectively lead a network of SMEs across Solution Engineering, Sales, and Delivery/Professional Services to produce high-quality, on-time proposals without direct line management authority
• Establish clear ways of working with SME contributors so that their input is structured, efficient, and consistent — making it easy for them to participate without it becoming a burden
• Serve as the connective tissue between Sales, Customer Success, Solution Engineering, Product, Marketing, Legal, and Finance during the proposal process, driving to completion with or without formal authority
• Work closely with Marketing to ensure proposal narratives are aligned with Encoura’s evolving brand and go-to-market positioning
• Build relationships across the organization so that contributing teams experience the proposals function as a strategic partner, not a bottleneck
• Ensure all proposals meet regulatory, contractual, and company compliance standards in coordination with Legal and Finance
• Track and analyze proposal win/loss data to surface insights and drive continuous improvement in process and content quality
• Report regularly on proposal pipeline, submission volume, turnaround times, and win rates, using data to build the case for tooling, content investment, or future resourcing
• Stay current on higher education procurement trends, RFP best practices, and competitive intelligence

Senior Manager, Global Proposals

Recruitment

• Conduct Student Success video interviews while managing a high volume of applicants each day.
• Focus on resume review, proactive outreach, phone screenings, and in-depth video interviews.
• Collaborate closely with the Talent Management team to meet ongoing hiring goals.
• Ensure efficient movement of candidates through the hiring process for entry-level customer service roles.
• Schedule and conduct professional interviews and make hire recommendations.
• Respond to routine inquiries from candidates outside the company regarding next steps in the hiring process.
• Ensure applications are updated and handle multiple job tasks concurrently.
• Escalate issues in a timely manner.

Interim Recruiter

Customer Support

• Support customers via voice and chat using Amazon Connect
• Deliver a positive experience through empathy, patience, and clear communication
• Resolve customer issues using AWS tools specifically Amazon Connect and Connect Assistant, following defined call flows
• Accurately document interactions and manage follow-ups
• Handle multiple tasks in a fast-paced call center environment
• Collaborate with teammates and escalate complex issues as needed
• Participate in ongoing training and continuous improvement
• Work assigned shifts, including weekends and holidays

Encoura

Senior Manager, Renewals

Senior Manager, Global Proposals

Interim Recruiter

Bilingual Customer Service Associate

Customer Service Associate