What You Will Do

The Renewal Representative is responsible for retaining existing customers and securing renewals of monitoring and service agreements within the Security business. This role protects recurring revenue by proactively managing contract renewals, reducing customer attrition, and maintaining strong customer relationships through consistent engagement. The Renewal Representative works closely with internal partners to address customer concerns, ensure uninterrupted service coverage, and identify opportunities for account growth.

How You Will Do It

Customer Retention & Renewal Management

• Proactively manage a portfolio of customer accounts with contracts approaching expiration.
• Execute renewal strategies to secure continuation of monitoring and service agreements.
• Engage customers early in the renewal cycle to minimize cancellations and service interruptions.
• Maintain a structured renewal pipeline and forecast renewal activity accurately.
• Ensure timely processing and completion of renewal agreements.

Customer Engagement & Relationship Management

• Build and maintain strong relationships with existing customer contacts, including business owners, operations managers, and other key decision-makers.
• Conduct customer outreach to assess satisfaction, business needs, and service usage.
• Reinforce the value of Johnson Controls solutions and ongoing service support.
• Educate customers on the risks associated with lapses in monitoring or service coverage.

Risk Identification & Mitigation

• Identify accounts at risk of cancellation, non-renewal, or reduced service engagement.
• Investigate customer concerns, service issues, or operational challenges that may impact renewal decisions.
• Partner with Operations, Service, and other internal stakeholders to resolve customer issues and improve retention outcomes.
• Develop action plans for at-risk accounts to improve customer satisfaction and contract renewal probability.

Service Optimization & Account Growth

• Identify opportunities for upgrades, enhanced service offerings, and additional system coverage within existing accounts.
• Increase service penetration across the installed customer base.
• Recommend value-added solutions that align with customer needs and business objectives.
• Transition larger expansion or complex growth opportunities to Account Executives when appropriate.

Cross-Functional Collaboration

• Collaborate with Service Sales teams on the recovery and reactivation of at-risk or inactive accounts.
• Work closely with Account Executives to support account expansion opportunities.
• Coordinate with Operations and Service teams to ensure customer concerns are addressed quickly and effectively.
• Participate in business reviews and retention planning activities.

What We Look For

Required Qualifications

• High school diploma or equivalent required; bachelor's degree preferred.
• Experience in sales, account management, customer retention, customer success, or related customer-facing roles.
• Strong communication, negotiation, and relationship-building skills.
• Ability to manage multiple customer accounts and prioritize workload effectively.
• Proficiency with CRM systems and sales pipeline management tools.
• Strong problem-solving and customer service orientation.
• Ability to work collaboratively across functional teams.

Preferred Qualifications

• Experience in recurring revenue, service agreement, maintenance contract, or subscription-based sales environments.
• Knowledge of commercial security, monitoring, fire, life safety, or building technology solutions.
• Demonstrated success in customer retention, contract renewals, or inside sales roles.
• Experience identifying upsell and cross-sell opportunities within an existing customer base.

Key Performance Indicators

• Renewal rate and customer retention performance.
• Recurring revenue preservation and growth.
• Reduction in customer attrition and contract lapse rates.
• Service agreement renewal volume and forecasting accuracy.
• Upsell and service penetration within existing accounts.
• Customer satisfaction and account health metrics.

Target Customer Base

• Existing customers with service agreements expiring within the next 12 months.
• At-risk accounts identified through attrition reporting and renewal pipelines.
• Customers with low service penetration or gaps in maintenance coverage.
• Existing accounts with aging or obsolete systems that present upgrade opportunities.

Travel Requirements

• Minimal travel required. Primarily customer engagement through phone, email, virtual meetings, and other remote communication channels.

Sales Cycle & Customer Journey

• Manages short-cycle opportunities, typically ranging from 3 to 45 days and aligned to service agreement expiration dates.
• Engages customers throughout the renewal process by:
  • Creating awareness of the importance of continued system coverage.
  • Reinforcing service value and addressing customer needs during consideration.
  • Simplifying the renewal process to secure agreement execution and maintain continuous protection.

This role is primarily focused on customer retention and recurring revenue protection while supporting strategic growth opportunities within the existing customer base.