Contract Renewal Representative

Role Summary

The Contract Renewal Representative reports to the Lifecycle Solutions Manager and is responsible for managing a portfolio of customer service contracts and software subscriptions, focusing on driving Annual Recurring Revenue (ARR) growth through timely and successful contract renewals. This role oversees the end-to-end renewal lifecycle while partnering with Customer Success, Sales, and technical teams to ensure customers realize value from their automation investments. The position balances customer engagement, commercial accountability, and operational execution, while remaining flexible to support broader lifecycle services and automation initiatives as needed.

Exciting Work You Will Do

• Provide customers with quotations
• Manage a portfolio of customer contracts and subscriptions, with accountability for renewal rates, ARR retention, and expansion growth
• Oversee the end-to-end renewal process, including proposal development, pricing alignment, contract execution, and documentation accuracy
• Engage directly with customers to review contract scope, clarify value, address questions, and guide them through a smooth renewal experience
• Maintain accurate renewal forecasting and pipeline visibility, proactively communicating risks and opportunities
• Serve as a flexible team resource, contributing to customer success, lifecycle service delivery, and strategic growth initiatives
• Aid customers with the correct product or solutions tailored to their specific needs
• Offer alternative products and solutions to meet customer needs
• Process and manage orders using various business systems to ensure timely delivery of the product or solution offerings
• Collaborate closely with Kendall’s Specialists to leverage technical expertise in product or solution selection
• Maintain records of customer interactions, transactions, comments, and complaints
• Communicate and coordinate with sales colleagues, customers, and partners as necessary
• Participate in customer meetings as required
• Maintain quality service by adhering to Kendall Group policies, procedures, and standards
• Perform other duties as assigned

Competencies You Possess

• Service Excellence
• Results, Action-Oriented
• Accountability and Responsibility
• Teamwork and Collaboration
• Priority Setting
• Planning and Organizing

What You’ll Need

• Work Experience: 2 years’ experience in customer service, inside sales, contract renewals, subscription management, or technical support, preferably supporting industrial automation, electrical distribution, software, or service-based solutions
• Education: High School diploma or GED
• Analytics/Computer Skills: Experience working with MS Office; ability to collaborate with and engage additional commercial or technical resources when appropriate; business acumen, including problem solving skills, critical thinking, and analytical abilities
• Organization Skills: Highly organized and detail-oriented; ability to multi-task and shift priorities as needed; ability to work in fast-paced, continuously evolving environment
• Cross-functional skills: Ability to work well cross-functionally; provides excellent internal and external customer service
• Communication Skills: Strong interpersonal communications, analytical and problem solving, organizational and written/verbal communication skills
• Physical, Mental and Visual Skills: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disability to perform the essential functions. Ability to see, talk and hear Ability to sit for 8 hours a day
• Physical Environment: Normal office environment; warehouse, fabrication environment and exposure to moving equipment
• Travel: Occasional travel to branches or to business-related functions such as training or seminars

Qualifications We Prefer But Don’t Require

• Work Experience: 3 years' experience with Industrial Automation
• Education: Associate or bachelor’s degree