Service Inside Sales

Job Description

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The Contract Renewals Specialist is responsible for ensuring the timely renewal and administration of service contracts, supporting the achievement of annual revenue targets and maintaining strong customer relationships throughout the contract lifecycle.

The Contract Renewals Specialist is responsible for ensuring the timely renewal and administration of service contracts, supporting the achievement of annual revenue targets and maintaining strong customer relationships throughout the contract lifecycle.

Contract Renewal Management

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• Manage the end-to-end renewal process for fixed-price service contracts, ensuring continuity of customer coverage and service agreements.
  
• Analyze the installed base (IB) and contract portfolio to identify upcoming renewals and renewal opportunities.
  
• Prepare and coordinate customer renewal communications, including personalized contract renewal notifications and follow-up correspondence.
  
• Proactively engage with customers to secure renewal orders prior to contract expiry and follow up on outstanding renewals.
  

Customer & Administrative Support

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• Maintain accurate customer, contract, and pricing information within company systems.
  
• Review customer requests and requirements, including documentation, security compliance, and customer portal access, directing requests to the appropriate internal teams.
  
• Support customers throughout the renewal process by providing timely and professional responses to contract-related inquiries.
  
• Ensure all contract documentation and supporting records are complete, accurate, and maintained in accordance with company policies.
  

Commercial & Contract Support

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• Support Contract Sales Managers with contract reviews, customer communications, and renewal negotiations.
  
• Verify contract details and pricing information ahead of annual renewal reviews.
  
• Assist with the review of customer terms and conditions and elevate complex contractual matters when required.
  
• Coordinate with Sales, Service, Operations, and Legal teams to resolve customer issues and facilitate successful contract renewals.
  

Compliance & Process Improvement

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• Ensure all activities are conducted in compliance with company policies, procedures, and International Trade Compliance (ITC) requirements.
  
• Identify opportunities to improve renewal processes, data accuracy, and customer experience.
  
• Maintain high standards of quality, accuracy, and attention to detail across all renewal activities.
  

Qualifications & Experience Education

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• High school diploma or equivalent required.
  
• Additional business, administration, or commercial qualifications are advantageous.
  

Experience

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• Minimum 2 years of experience in customer service, contract administration, sales support, or service operations.
  
• Experience managing renewals, service contracts, or customer accounts is highly desirable.
  
• Experience working within an international or matrix organization is an advantage.
  

Technical Skills

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• Proficiency in Microsoft Office applications, particularly Excel, Outlook, and Word.
  
• Experience with Oracle or other ERP/CRM systems is preferred.
  
• Strong data analysis and administrative skills.
  

Professional Competencies

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• Excellent organizational skills with the ability to manage multiple priorities and deadlines.
  
• Strong customer service and stakeholder management skills.
  
• Ability to analyze information, solve problems, and make sound recommendations.
  
• Effective verbal and written communication skills.
  
• High attention to detail and accuracy.
  
• Collaborative team player with a proactive and customer-focused approach.
  

About Us

The successful candidate will embrace Vertiv’s Core Principles & Behaviors to help execute our Strategic Priorities.

OUR CORE PRINCIPLES:

Safety. Integrity. Respect. Teamwork. Inclusion.

OUR STRATEGIC PRIORITIES

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• High-Performance Culture
  
• Customer Focus
  
• Operational Excellence
  
• Innovation
  
• Financial Strength
  

VERTIV BEHAVIORS

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• Own it
  
• Act with urgency
  
• Foster a customer-first mindset
  
• Think big and execute
  
• Lead by example
  
• Drive continuous improvement
  
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