Renewal Specialist

Gen Serve, 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. Gen Serve 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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…