Renewal Representative

About the Company:

The Kendall Group is comprised of eight divisions with 75+ locations in ten states, serving the Electrical, Automation, Pipe, Valve, and Fitting products, Steam, Lighting, Industrial Controls, and Instrumentation Industries. The company is 100% employee‑owned, and more than 60% of associates have over five years of tenure, with over 40% exceeding ten years. Employees enjoy opportunities to learn, grow, and be coached, while owning part of the company’s future.

Reporting to the Lifecycle Solutions Manager, the Contract Renewal Representative manages a portfolio of customer service contracts and software subscriptions, driving Annual Recurring Revenue (ARR) growth through timely and successful contract renewals. The role oversees the end‑to‑end renewal lifecycle while partnering with Customer Success, Sales, and technical teams to ensure customers realize value from their automation investments.

• Provide customers with quotations
• Manage a portfolio of customer contracts and subscriptions, with accountability for renewal rates, ARR retention, and expansion growth
• Oversee the end-to-end renewal process, including proposal development, pricing alignment, contract execution, and documentation accuracy
• Engage directly with customers to review contract scope, clarify value, address questions, and guide them through a smooth renewal experience
• Maintain accurate renewal forecasting and pipeline visibility, proactively communicating risks and opportunities
• Support broader lifecycle services initiatives, including onboarding, adoption, service coordination, or technical support activities as needed
• Serve as a flexible team resource, contributing to customer success, lifecycle service delivery, and strategic growth initiatives
• Assist customers with the correct product or solutions tailored to their specific needs
• Offer alternative products and solutions to meet customer needs
• Process and manage orders using various business systems to ensure timely delivery of product or solution offerings
• Collaborate closely with Kendall’s Specialists to leverage technical expertise in product or solution selection
• Maintain records of customer interactions, transactions, comments, and complaints
• Communicate and coordinate with sales colleagues, customers, and partners as necessary
• Participate in customer meetings as required
• Maintain quality service by adhering to Kendall Group policies, procedures, and standards
• Perform other duties as assigned

• Service Excellence
• Results, Action Oriented
• Accountability and Responsibility
• Teamwork and collaboration
• Priority Setting
• Planning and organizing

Work Experience
: 2 years’ experience in customer service, inside sales, contract renewals, subscription management, or technical support, preferably supporting industrial automation, electrical distribution, software, or service-based solutions.

Education
:
High School diploma or GED.

Analytics/Computer Skills
:
Experience working with MS Office; ability to collaborate with and engage additional commercial or technical resources when appropriate; business acumen, including problem solving skills, critical thinking, and analytical abilities.

Organization Skills
:
Highly organized and detail-oriented; ability to multi-task and shift priorities as needed; ability to work in fast-paced, continuously evolving environment.

Cross-functional Skills
:
Ability to work well cross-functionally; provides excellent internal and external customer service.

Communication Skills
:
Strong interpersonal communications, analytical and problem solving, organizational and written/verbal communication skill.

Physical, Mental and Visual Skills
:

• Ability to see, talk and hear
• Ability to sit for 8 hours a day

Physical Environment
:
Normal office environment; warehouse, fabrication environment and exposure to moving equipment.

Travel
:
Occasional travel to branches or to business-related functions such as training or seminars.

Work Experience:

3 years’ experience with Industrial Automation.

Education:

Associate or bachelor’s degree.

The Kendall Group is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender, gender identity, sexual orientation, age, physical or mental disability, citizenship, military status, protected veteran status, genetic information, or any other characteristic protected under applicable federal, state, or local law.