Director of Regional Client Retention -Southeast

Responsibilities

• Lead strategic contract renewal, rebid, and retention efforts for large regional and multi-state accounts.
• Manage the end-to-end RFP and bid response process in partnership with operations, finance, pricing, and subject matter experts.
• Serve as an executive relationship manager for key clients during contract renewal cycles.
• Identify and mitigate account risks while developing proactive retention and customer success plans.
• Partner with regional and branch leadership to strengthen customer relationships, improve client satisfaction, and increase renewal success.
• Lead negotiations involving contract terms, pricing strategies, service enhancements, and customer commitments.
• Facilitate executive business reviews, quarterly business reviews (QBRs), and strategic client meetings.
• Conduct competitive analysis and develop compelling value propositions to improve win rates during rebids.
• Analyze renewal performance, retention metrics, profitability, labor economics, and customer health indicators to identify opportunities and risks.
• Conduct post-award and post-loss reviews and implement best practices across the region.
• Drive accountability for customer retention, renewal outcomes, and contract performance throughout the region.

Qualifications

• Must possess one of the following:
• Bachelor’s degree in Business, Criminal Justice, Security Management, or related field of study with a minimum of eight (8) years of client retention experience.
• Associate’s degree in Business, Criminal Justice, Security Management, or related field of study with a minimum of ten (10) years of client retention experience.
• High school diploma or equivalent with a minimum of fifteen (15) years of client retention experience.
• Valid driver’s license if driving a company vehicle or personal vehicle while conducting business (e.g., client visits, attending networking events).
• Minimum of four (4) years of cross-functional leadership experience.
• Strategic planning and Request for Proposal (RFP) development experience.
• Ability to lead, coordinate, and influence cross-functional teams across multiple branches.
• Proven success in client retention, contract and contract management.
• Strong consultative selling and relationship-building skills; thrive in partnering with operations and client satisfaction.
• Excellent communication and presentation skills.
• Advanced Microsoft Office Suite proficiency.
• Strong analytical skills for contract economics and labor modeling, wage structures, and resource planning.