As a Renewals Specialist (all genders) at Paessler, you will be responsible for driving the renewal process for both direct and channel customers, ensuring our commercial customer base continues to benefit from our products and services. Your primary focus will be on proactive outbound customer outreach, along with managing incoming requests and inquiries, handling price objections related, and assisting customers with the transition to subscription.

Renewals

• Drive the end-to-end renewal process for commercial customers, ensuring timely renewals of PRTG licenses.
• Manage both direct and channel customer accounts, building strong relationships and ensuring a seamless renewal experience.
• Transition customers from perpetual licenses to subscription models, aligning with Paessler’s business objectives and customer needs.

Outbound Customer Outreach

• Proactively engage with customers to discuss upcoming renewals, pricing, subscription terms, and value propositions.
• Manage and maintain a healthy pipeline of renewals, ensuring high conversion rates and customer satisfaction.

Objection Handling

• Address customer objections, working to find mutually beneficial solutions.
• Educate customers on the benefits of the new subscription model and its alignment with their business goals.
  

Collaboration with Internal Teams

• Work closely with Sales, Customer Success, and other teams to ensure a smooth renewal process and to drive cross-functional efforts that support customer retention.
• Leverage CRM tools (Odoo, Salesforce) to manage customer data, track renewal progress, and maintain detailed records of customer interactions.

Inbox Management

• Handle inbound queries related to renewals and subscriptions, managing requests from customers via Outlook and Freshdesk.
• Provide exceptional service, addressing any concerns or questions to maintain high levels of customer satisfaction.

Tool Proficiency

• Use tools like Freshdesk, Odoo, Salesforce, and Outreach to track customer interactions, send reminders, and ensure all renewal activities are efficiently managed.
• Reporting & Analysis: Monitor key metrics related to renewal performance, customer churn, and subscription transition.
• Prepare regular reports for leadership, highlighting successes, challenges, and areas for improvement.

• Full working proficiency of the German as well as English language
• Solid experience in inside sales, customer service, customer success, or renewals within a B2B software business
• Understand both direct and channel go-to-market sales and renewals
• Strong interpersonal skills and experience building strong internal and external relationships
• Excellent verbal and written communication, organizational and time management skills
• Ability to prioritize, multitask, and track multiple renewals efficiently
• Self-motivated and a self-starter; work on your own as well as in a team
• Experience and understanding of network monitoring or security is a plus

• Many possibilities to further develop your individual skillset
• Innovative and creative work environment with plenty of room for new ideas
• A structured onboarding phase with experienced colleagues
• Flexible working hours and a familiy-friendly environment
• Permanent employment contract at our headquarters in Nuremberg
• A great working atmosphere in an enthusiastic international team with flat hierarchies
• Subsidized germany-wide jobticket for public and regional transportation, bike leasing, bicycle cellar (incl. showers) and sufficient parking spaces
• We actively support your health by funding membership of the Urban Sports Club
• Paessler is a fast-growing midsized company that has been in the market for 20 years. The company is focused on long-term goals and is currently comprised of 350 employees