Renewal Specialist

Our Story:
Crisis Prevention Institute Inc. (CPI) is the worldwide leader in evidence-based de-escalation and crisis prevention training and dementia care services. Our programs teach professionals the skills to recognize, prevent, and respond to crises in the workplace. Since 1980, we’ve helped train more than 17 million people within service-oriented industries including education, health care, behavioral health, long-term care, human services, security, corporate, and retail.

At CPI, we are dedicated to changing behaviors and reducing conflict for the Care, Welfare, Safety, and Security of everyone. We believe the power of empathy, meaningful connections, personal safety, and security are the antidotes to fear and anxiety. It’s a philosophy that is central to everything we do, and traces back to our beginning.

As a member of the team, you can expect to:

• Make a difference through your work – You’ll be proud to tell your family and friends about what you do.
• Gain significant career experience only obtained within a fast-growing organization.
• Feel fulfilled and have fun – We work hard but make the time to build meaningful relationships and celebrate the wins.

Position Summary

The Renewal Specialist – Small Business manages a high‑volume portfolio of small business renewals from initial outreach through completion. This role drives timely renewal execution, builds customer relationships, identifies and mitigates renewal risks, and maintains accurate CRM and forecast data. The Renewal Specialist prepares quotes and agreements, explains renewal options and terms, resolves routine issues, and partners with cross‑functional teams to support retention and a positive customer experience. The role emphasizes consistent outreach, disciplined follow‑through, strong organization, and reliable execution to achieve retention and on‑time renewal targets.

Essential Responsibilities

• Manage assigned renewals from initial outreach through completion, ensuring timely and consistent follow‑up.
• Contact customers early in the renewal cycle to explain options, pricing, terms, and next steps.
• Identify renewal risks, resolve routine issues, and escalate exceptions or support needs when appropriate.
• Prepare accurate quotes, agreements, and renewal documentation in accordance with established guidelines.
• Maintain disciplined CRM practices, including accurate activity tracking, renewal notes, documentation, and forecast updates.
• Meet or exceed goals for retention, on‑time renewals, productivity, customer experience, and data quality.
• Partner with internal teams to complete renewals and route qualified expansion opportunities to the appropriate sales owner.
• Follow organizational policies and make sound, financially responsible decisions aligned with approved renewal guidelines.

Performance Metrics

• Retention rate and achievement of renewal targets.
• On‑time renewal completion and follow‑through.
• Renewal forecast accuracy and CRM data quality.
• Customer satisfaction and responsiveness.
• Productivity and outreach consistency across assigned renewal portfolio.
• Quality and completeness of quotes, agreements, and renewal documentation.
• Effective collaboration with Account Management, Sales, and internal support teams.

Qualifications

Minimum Requirements

• High school diploma or equivalent; associate or bachelor’s degree preferred.
• 2+ years in renewals, account management, customer service, inside sales, or similar customer‑facing roles.
• Experience managing a high‑volume workload with deadlines and follow‑up requirements.
• CRM proficiency for tracking activity, documentation, and renewal progress.
• Strong communication, organization, attention to detail, and time‑management skills.

Preferred Qualifications

• Renewal or retention experience with small business customers.
• Experience handling customer objections and negotiating within approved guidelines.
• Experience in recurring‑revenue or subscription‑based environments.

Work Environment

Standard office or remote‑work environment. Regular computer, phone, and video use. Limited travel may be required based on business needs.

What We Offer:

• $70,000 OTE
• Comprehensive benefits package
• 401k
• PTO
• Health & Wellness Days
• Paid Volunteer Time Off
• Continuing education and training
• Hybrid / Remote work schedule
• Paid Parental Leave