Customer Retention Specialist

• The CRS Specialist plays a key role in leading, co-leading, or supporting structured renewal, extension, retention, and expansion strategies for existing Managed Print Services (MPS) and Managed Device Services (MDS) accounts in partnership with Sales, Pursuit, COE (Center Of Excellence), Solution Architects, Delivery, Finance, and contract governance teams.
• This role helps improve renewal readiness, protect and grow contract value, support profitability, and strengthen customer retention.
• Depending on account type and customer segment, market ownership model, and deal complexity, the CRS Specialist will either own or partner on key sales development and pursuit activities, including opportunity qualification, deal strategy, pricing, negotiation, and contract execution for direct MPS and MDS contracts.
• To turn insights into results, the CRS Specialist provides structured renewal lifecycle management, including early opportunity identification, Managed Services Renewal Analysis (MSRA) development, strategy planning, pursuit alignment, resource orchestration, risk mitigation, approval coordination, benchmarking, competitive analysis, and execution tracking.
• When CRS leads or co-leads the renewal motion, the Specialist acts as the central point of accountability, keeping stakeholders aligned and ensuring required actions are completed on time and within scope.
• The role is also accountable for evaluating account-level financial risks, preparing detailed financial analyses, and creating consolidated data-driven reports for senior leadership to support accurate forecasting, planning, and executive visibility.

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Customer Retention Sales, Managed Services Renewals Specialist