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.