Renewal Coordinator

About the role

Sciens Building Solutions is seeking a Renewal Coordinator for our fire alarm, fire protection, and security business. The role is to maintain service contracts within a defined customer base and/or geographical territory. The Renewal Coordinator will develop and execute a customer-focused strategy that leads to greater retention of service contracts, higher revenue per customer, and review and present pricing escalation with the goal of ensuring overall customer satisfaction.

Responsibilities

• Manage all retention activities within an assigned service agreement customer base.
• Proactively reach out to each customer in writing 120 days prior to renewal.
• Re-estimate contracts to ensure costs are updated with current labor rates and hours to perform the work.
• Achieve a minimum renewal rate of 95%.
• Prepare and actively participate in the monthly Service Contract Renewal meeting, following up on actions as needed.
• Address customer concerns and gain customer acceptance prior to the renewal date.
• Manage a list of customers and annual renewal dates.
• Responsible for retention, customer satisfaction, and growth within the customer base.
• Identify customer needs across fire alarm, sprinkler, and security and upsell across product lines and/or expand existing services based on current customer needs.
• Act as the point of contact for the assigned customer base and develop strong relationships with customers, understanding how the customer works and knowing each customer contact by department.
• Work internally with managers to improve service delivery.
• Ask questions, determine customer needs, and provide solutions to meet those needs.
• Share the status of the 120-day process during weekly sales meetings and the status of current and past due renewals.
• Meet with customers in person as needed.

Qualifications

• Fire Alarm, Fire Protection (sprinkler/suppression), and/or Security industry knowledge a plus.
• Bachelor’s degree preferred. Candidates with a combination of education and experience will also be considered.
• Over-the-counter sales or customer service experience.
• Ability to proactively reach out to customers and problem solve.
• Effective communication skills and ability to present before broad audiences.
• Strong negotiation skills and competitive spirit.

Benefits

• Paid time off plan and holidays.
• 401(k) matching.
• Short-term and long-term disability.
• Medical, dental, and vision plans with options.
• Life insurance.
• Professional career development opportunities.
• Tuition reimbursement program.

Pay

Annual compensation: $50,000 to $60,000 based on experience.