Retention & Upsell Specialist – Fire & Security Contracts

ARK Systems Inc; Salisbury (MD); On-site; USD 50,000 - 60,000; Full time

Benefits offered by this job

Paid time off

401(k) matching

Disability insurance

Medical, dental, and vision

Life insurance

Tuition reimbursement

Job summary

Sciens Building Solutions is seeking a Renewal Coordinator in Maryland to manage service contracts across fire alarm, fire protection and security lines. You will retain accounts, re-estimate costs with current labor rates, and push for a 95% renewal rate to protect revenue and customer satisfaction.

You will lead renewal meetings, address client concerns, upsell services, and build strong relationships with customers by department to improve delivery and retention within the base.

Qualifications

• Bachelor’s degree preferred.
• Experience in fire safety or security industry is a plus.
• Experience in account retention or renewals is preferred.

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 service

Negotiation

Communication

Relationship building

Education

Bachelor’s degree

Job description

Sciens Building Solutions is seeking a Renewal Coordinator in Maryland to manage service contracts across fire alarm, fire protection and security lines. You will retain accounts, re-estimate costs with current labor rates, and push for a 95% renewal rate to protect revenue and customer satisfaction.

You will lead renewal meetings, address client concerns, upsell services, and build strong relationships with customers by department to improve delivery and retention within the base.