Retention Specialist

Essential Job Functions, Responsibilities & Requirements

• Own the end-to-end renewal process from initial outreach through closure, ensuring timely and accurate execution
• Track and manage upcoming renewals using internal systems and vendor portals
• Prepare, validate, and deliver accurate renewal quotes in alignment with vendor pricing and internal SOPs
• Proactively engage clients ahead of renewal deadlines to drive timely decisions and reduce churn
• Identify at-risk accounts and support retention strategies in collaboration with Account Managers
• Build and maintain strong client relationships, serving as a primary point of contact for renewal-related inquiries
• Maintain accuracy and integrity of all renewal data within NetSuite and CRM systems
• Collaborate cross-functionally with Account Managers, Finance, Order Entry, and vendors to ensure smooth processing
• Ensure consistent follow-up and communication with clients and internal stakeholders until renewals are closed
• Monitor vendor systems for pricing updates, contract changes, and renewal requirements
• Support forecasting and reporting by maintaining accurate renewal pipeline data
• Contribute to process improvements to enhance efficiency, client experience, and retention outcomes
• Respond to client inquiries promptly and professionally, working to resolve issues and improve satisfaction
• Manage multiple renewals simultaneously while maintaining strong attention to detail and organization

Required Qualifications & Experience

• Bachelor’s degree in Business or a related field
• 1+ year of experience in sales, quoting, retention, or a similar role
• Hands-on experience with NetSuite
• Advanced proficiency in Microsoft Excel, including formulas, data manipulation, and analysis
• Experience working with CRM/ERP systems and maintaining accurate data
• Ability to interpret and work with complex software licensing, pricing models, and contract terms
• Strong ability to manage multiple priorities in a fast-paced environment

Key Skills & Competencies

• Strong organizational and time management skills
• Excellent written and verbal communication skills
• High attention to detail and accuracy
• Customer-focused mindset with strong relationship-building skills
• Problem-solving and critical thinking abilities
• Ability to work independently and collaborate across teams
• Proactive approach to follow-up and task ownership

Preferred Qualifications

• Experience with ConnectWise or similar systems
• Familiarity with software licensing, subscriptions, or support agreements
• Exposure to IT, software, or industrial automation environments