Renewal Specialist

GenServe; Tampa (FL); On-site; USD 65,000 - 90,000; Full time

Job summary

GenServe, a leading national generator service provider, seeks a Renewal Manager to oversee commercial service agreements. You will drive renewal conversations, analyze profitability, and coordinate across Operations, Sales, Accounting, and Finance to protect revenue and grow accounts.

You will develop pricing strategies, maintain renewal visibility in CRM, and report on retention metrics while delivering value to customers in a fast-paced environment.

Qualifications

• Associate’s or Bachelor’s degree preferred; equivalent professional experience will be considered.
• 3–5 years of experience in customer service, account management, contract renewals, inside sales, or related role.
• Experience managing service agreements, maintenance contracts, or subscription renewals.
• Strong communication and relationship-building skills with customers via phone and email.
• Ability to manage a high-volume workload with accuracy and organization.
• Customer-focused mindset with problem-solving skills to identify renewal, retention, and upsell opportunities.
• Proficiency with CRM and Microsoft Office; Salesforce/Sage experience is a plus.
• Knowledge of contract lifecycle management, pricing, quoting, and retention strategies.
• Experience in generator, power systems, industrial equipment, HVAC, facilities maintenance, or related service industries preferred.
• Proven ability to meet renewal, retention, or sales goals in a fast-paced environment.
• Self-motivated, goal-oriented, and capable of prioritizing multiple responsibilities.

Responsibilities

• Manage a portfolio of commercial service agreements beginning ~180 days prior to expiration.
• Develop renewal strategies focused on retention, contract profitability, and growth.
• Maintain renewal pipeline and deliver timely renewal proposals.
• Identify accounts at risk and implement action plans to improve retention.
• Conduct renewal discussions and negotiations while maintaining pricing and profitability.
• Evaluate renewal probability through service history, profitability, and contract performance.
• Develop renewal pricing recommendations aligned with market conditions.

Skills

Communication

Relationship building

Customer service

Account management

Negotiations

CRM proficiency

Education

Bachelor’s degree

Associate’s degree

Equivalent experience

Tools

Salesforce

Sage

CRM software

Job description

GenServe, LLC is the nation’s leading independent provider of scheduled and emergency power generator maintenance, repair, and sales in the United States, serving primarily commercial customers in various industries. The company’s plan is to continue to accelerate its already rapid growth through further investments in organic sales growth and acquisitions. The Company’s complete and extensive service platform positions it as a one-stop shop for all commercial generator maintenance needs. Established in 1990, the Company has the largest team of Electrical Generating Systems Association (EGSA) certified technicians in the Northeast and an expanding footprint in other regions. GenServe is headquartered in Plainview, NY, with branch offices in New Jersey, Pennsylvania, Illinois, Florida, Texas, and California and is accelerating its growth into new territories across North America. In August 2024, the Company was acquired by private equity firm Aurora Capital Partners.

Key Responsibilities

• Manage a portfolio of commercial service agreements beginning approximately 180 days prior to contract expiration through successful renewal.
• Develop and execute account-specific renewal strategies focused on customer retention, contract profitability, and long-term account growth.
• Maintain a proactive renewal pipeline and ensure timely delivery of renewal proposals.
• Identify accounts at risk of non-renewal and implement action plans to improve retention outcomes.
• Conduct renewal discussions and negotiations while maintaining pricing and profitability objectives.
• Analyze renewal probability by evaluating:
• Service history and issue resolution
• Contract profitability
• Assess contract performance and identify opportunities to improve profitability while maintaining customer value.
• Develop renewal pricing recommendations aligned with business objectives and market conditions.
• Evaluate labor, material, and operational cost changes impacting contract profitability.
• Prepare professional renewal proposals that clearly communicate service value and customer benefits.
• Support pricing adjustments and contract modifications while maintaining margin expectations.

Customer Engagement & Relationship Management

• Execute a structured customer touchpoint strategy throughout the agreement lifecycle.
• Build and maintain strong customer relationships through proactive communication.
• Conduct renewal discussions and negotiations using value-based selling principles.
• Address customer concerns and coordinate internal resources to strengthen customer satisfaction and retention.

Cross-Functional Collaboration

• Partner with Service Operations, Sales, Accounting, Customer Support, and Finance teams to:
• Resolve customer issues impacting satisfaction and retention.
• Assess contract profitability and develop pricing recommendations.
• Ensure customer concerns are addressed prior to renewal discussions.
• Provide customer and market feedback to internal stakeholders to support continuous improvement initiatives.

Account Growth & Expansion

• Identify opportunities to expand customer service portfolios and increase account value.
• Generate incremental revenue through upselling and cross-selling opportunities within existing accounts.
• Generate qualified leads and referrals for Account Managers when larger sales opportunities are identified.

CRM, Forecasting & Reporting

• Maintain accurate customer records, renewal opportunities, forecasts, and account activity within CRM systems.
• Track and document all customer interactions and renewal-related activities.
• Provide accurate forecasting of renewal probabilities, contract value, and expected revenue.
• Monitor and report on retention, pricing, profitability, and account growth metrics.

Preferred Qualifications

• Associate’s or Bachelor’s degree in Business, Marketing, Communications, or a related field preferred; equivalent professional experience will be considered.
• 3 - 5 years of experience in customer service, account management, contract renewals, inside sales, customer success, or a related customer-facing role.
• Experience managing service agreements, maintenance contracts, or subscription-based renewals.
• Strong communication and relationship-building skills with the ability to engage customers effectively through phone and email.
• Ability to manage a high-volume workload while maintaining accuracy, attention to detail, and strong organizational standards.
• Customer-focused mindset with strong problem-solving skills and the ability to identify renewal, retention, and upsell opportunities.
• Proficiency with CRM and Microsoft Office applications; experience with Salesforce, Sage, or similar platforms is a plus.
• Knowledge of contract lifecycle management, pricing, quoting, and customer retention strategies.
• Experience in the generator, power systems, industrial equipment, HVAC, facilities maintenance, or related service industries preferred.
• Proven ability to meet renewal, retention, or sales performance goals in a fast-paced environment.
• Self-motivated, goal-oriented, and capable of independently prioritizing multiple responsibilities and deadlines.