Service Business Specialist II

About the role

Join Draeger, where we are led by the guiding principle "Technology for Life." The Service Business Specialist II independently manages complex service contract renewals and retention activities, applying advanced commercial judgment to non-routine customer scenarios. This remote role owns the end-to-end renewal lifecycle, takes a consultative approach to identifying opportunities to increase customer value through expanded service offerings, and recommends solutions that align with evolving customer needs and business objectives. Partner cross-functionally with Sales, Service, Finance, Legal, and Operations to drive customer retention, operational efficiency, and portfolio performance. Open to hiring anywhere within the United States.

Responsibilities

• Independently manage complex service-contract renewal activities, applying sound judgment to pricing, terms, scope clarification, and retention strategies.
• Own resolution of non-routine commercial issues, coordinating with Sales, Service Operations, Legal, Finance, and other stakeholders to achieve timely and compliant outcomes.
• Analyze customer, contract, and portfolio data to identify renewal risks, coverage gaps, and expansion opportunities; recommend actions to improve retention and conversion.
• Serve as the primary point of contact for customers and internal partners for advanced renewal scenarios, escalations, and negotiations.
• Ensure accuracy, completeness, and audit readiness of contract documentation, renewal records, and supporting data.
• Support structured outreach and renewal campaigns, adapting approaches based on customer segmentation and performance trends.
• Contribute to continuous improvement of renewal playbooks, messaging, workflows, and supporting tools.
• Act as a subject-matter resource to peers, sharing best practices and supporting quality and consistency across the team.
• Perform other duties as needed and assigned.

Qualifications

• Bachelor’s degree preferred or equivalent experience.
• 2+ years of experience in service-contract renewals, commercial operations, customer success, account management support, or related commercial functions.
• Demonstrated experience independently managing complex or non-routine service-contract renewals, including pricing considerations, contract terms, scope clarification, and retention strategy execution.
• Demonstrated ability to recognize opportunities to increase customer value by aligning expanded service offerings with evolving customer needs.
• Strong consultative skills with the ability to recognize opportunities to optimize customer service solutions, align additional service offerings, and drive business objectives.
• Ability to identify and recommend value-added service solutions based on evolving customer needs.
• Proven experience resolving complex commercial or contractual issues through collaboration with Sales, Legal, Finance, Service Operations, and other stakeholders.
• Experience analyzing customer, contract, and portfolio data to identify renewal risks, coverage gaps, churn drivers, and expansion opportunities.
• Prior experience serving as a primary customer and internal partner contact for escalated renewal scenarios, negotiations, or exception handling.
• Experience ensuring accuracy, completeness, and audit readiness of commercial documentation, renewal records, and supporting data.
• Exposure to structured renewal campaigns or portfolio-based renewal management approaches preferred.

Pay

Compensation includes a base salary range of $67,000 - $81,000 with an annual performance bonus (percentage of base).

Benefits

At Draeger, we support our people in every aspect of their lives. Our competitive benefits package may include:

• Medical, dental, and vision insurance.
• Life, short- and long-term disability coverage.
• 401(k) with company match.
• Over 4 weeks of paid time off, plus holidays and parental leave.
• Flexible spending accounts and employee assistance program.
• Select locations also offer free parking, an on-site gym, cafeteria, and game room.