Renewal Coordinator

POSITION IN A NUTSHELL

Sciens Building Solutions- ARK Systems Division is seeking a Renewal Coordinator for our fire alarm, fire protection & security business. The role of the Renewal Coordinator 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 will lead to greater retention of service contracts, higher revenue per customer, review and present pricing escalation with the goal of ensuring overall customer satisfaction.

WHAT YOU'LL BE DOING (and doing well!)

• 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 contract 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 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, understand how the customer works and know 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 status of 120-day process during weekly sales meetings and status of current and past due renewals.
• Meet with customers in person as needed.

WHAT WE LIKE ABOUT YOU

• 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.

WHAT WE'RE BRINGING TO THE TABLE

• Competitive salary based on qualifications.
• 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.