About this role
What you will do The PSA (Preventive Service Agreement) Renewals Specialist is responsible for managing and securing renewals of existing service contracts for security systems customers. The role focuses on customer retention, contract renewal growth, maintaining recurring revenue, and ensuring high customer satisfaction through proactive engagement and effective sales practices.
How will you do it
Proactively manage a portfolio of PSA renewal contracts by engaging customers well before contract expiry, understanding their business and security requirements, and presenting tailored renewal solutions that demonstrate the value of continued service coverage. Through consistent follow-up, effective relationship management, and close collaboration with service, operations, and account management teams need to work to maximize renewal retention, recover lapsed agreements, identify upsell opportunities, and achieve recurring revenue targets. Additionally, maintain accurate CRM records, provide reliable forecasts, and ensure a seamless customer experience throughout the renewal lifecycle.
Key Responsibilities:
Renewal Management
• Manage a portfolio of PSA contracts due for renewal.
• Engage customers proactively before contract expiry.
• Prepare and issue renewal quotations in a timely manner.
• Follow up on outstanding quotations and negotiate contract renewals.
• Ensure maximum renewal retention and customer satisfaction.
Customer Engagement
• Build strong relationships with existing customers.
• Understand customer needs and recommend suitable service agreement options.
• Conduct regular customer outreach through calls, emails, and virtual meetings.
• Address customer concerns and coordinate with service teams to resolve issues.
Sales Performance
• Achieve monthly, quarterly, and annual renewal targets.
• Increase renewal rates and recurring service revenue.
• Identify opportunities for upselling and cross-selling security products and services.
• Convert lapsed contracts back into active agreements whenever possible.
Pipeline & Forecast Management
• Maintain accurate renewal opportunities in CRM systems.
• Track due-month, advance, and lapsed renewal opportunities.
• Provide regular sales forecasts and renewal status updates.
• Monitor contract expiration dates and renewal performance metrics.
Collaboration
• Work closely with Service Operations, Sales Engineers, Account Managers, and Finance teams.
• Coordinate contract amendments, pricing approvals, and customer documentation.
• Support audit and compliance requirements related to service contracts.
What We Look For Key Comptences
• Customer-focused mindset. • Attention to detail and accuracy. • Team collaboration and proactive approach. • Time management and organizational skills.
Qualifications and skills
• Bachelor’s degree in business administration, Engineering, or related field. • 1–2 years of experience in inside sales or customer support, preferably in Security systems solutions. • Strong communication and negotiation skills. • Coordination with Customer/ Front line/ Inside sales team. • Proficiency in CRM tools and MS Office applications. • Ability to manage multiple priorities and work under pressure.
Key Skills
• Sales and Negotiation • Customer Relationship Management • Contract Management • Pipeline Management • Forecasting and Reporting • CRM Systems (Salesforce, Dynamics 365, SAP, etc.) • Communication and Presentation Skills • Time Management and Organizational Skills
Preferred Industry Knowledge
• Access Control Systems • CCTV & Video Surveillance • Security Maintenance & Service Agreements