Renewal Specialist

Job Description

Job Description

Description:

About GenServe, LLC

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.

Renewals Specialist at GenServe

Reporting to the Director of Renewal, the Renewal Specialist is responsible for generator maintenance contracts in their assigned territory. The Renewal Specialist is a front-line employee that interacts with customers at a high-volume via phone and email.

The mission of the Renewal Specialist is to ensure there is no lapse in Preventative Maintenance service for all GenServe customers by updating contacts in our CRM, providing quotes, processing agreements, and educating customers about capabilities and resources that are available to them along the way. They are responsible for ensuring they are meeting their monthly quota’s by renewing contracts on a monthly basis and utilizing their skills to uncover potential upsell opportunities.

Responsibilities

• Meet or exceed monthly and annual quota targets and KPIs for assigned territory.
• Manage all aspects of the contract renewal process for their territory.
• Consistently reach out to customers to secure orders for maintenance renewals, overcoming objections and uncovering upsell opportunities.
• Collaborate with other departments on larger renewal contracts to ensure proper follow-up actions.
• Manage monthly forecasting, generating renewal proposals and providing status updates on all open opportunities.
• Accurately process pre-renewal and post-renewal related tasks, follow-up activities and quote preparation.
• Collaborate and interface with other departments, to ensure internal and external requests are handled in a timely manner.
• Perform additional tasks as needed and/or requested.

Key Responsibilities:

Renewals Specialist

• 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.

Contract Analysis & Risk Assessment

• Analyze renewal probability by evaluating:
• Service history and issue resolution
• Contract profitability
• Pricing competitiveness
• Assess contract performance and identify opportunities to improve profitability while maintaining customer value.

Pricing Strategy & Proposal Development

• 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.

Core Competencies

• Contract Negotiation
• Financial & Profitability Analysis
• Pricing Strategy
• Value-Based Selling
• Relationship Management
• Forecasting & Pipeline Management
• Problem Solving
• Cross-Functional Collaboration