Retention & Growth Lead – Fire & Security Contracts

ARK Systems Inc; United States; On-site; USD 50,000 - 60,000; Full time

Job summary

Sciens Building Solutions in the United States is seeking a Renewal Coordinator for our fire alarm, fire protection and security business. You will manage service contracts across a defined customer base, proactively contact customers 120 days before renewal, and re-estimate costs to reflect current labor rates and hours.

The role requires a proactive approach to retention, strong communication and negotiation skills, and the ability to upsell across product lines.

Qualifications

• Bachelor’s degree preferred.
• Combination of education and experience will 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.

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 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.

Skills

Customer outreach

Negotiation

Communication

Problem solving

Relationship building

Education

Bachelor’s degree

Job description

Sciens Building Solutions in the United States is seeking a Renewal Coordinator for our fire alarm, fire protection and security business. You will manage service contracts across a defined customer base, proactively contact customers 120 days before renewal, and re-estimate costs to reflect current labor rates and hours.

The role requires a proactive approach to retention, strong communication and negotiation skills, and the ability to upsell across product lines.