Renewals Administrator (all genders)

We are looking for a Renewals Administrator (all genders), who will be a key member of the Renewals team, responsible for enabling seamless processes around customer outreach, data hygiene, ticket management, and supporting both team and customer success. This role requires strong communication, organizational, and technical skills, as well as the ability to collaborate closely with Renewals, Marketing, Sales, and Support teams.

Outreach & Team Enablement

• Act as the outreach expert and primary liaison with Marketing to coordinate campaigns and communication strategies.
• Create and maintain outreach sequences for various renewal scenarios, ensuring effective customer engagement.
• Manage outreach enrollments, including:
  Switches (Direct/Channel)
  Sub2Sub Manual and Automatic (Direct/Channel)

Ticket Management

• Serve as Ticket Master for the Renewals Team:
• Populate tickets with related opportunities and assign them to the appropriate opportunity owner.
• Redirect tickets to the correct group if they do not belong with the Renewals Team.
• Oversee Freshdesk ticket management, monitoring the general inbox and ensuring tickets are assigned daily and appropriately.

Data Clean-Up & Account Maintenance

• Lead and participate in data clean-up projects, focusing on:
• Dummy Account management for:
  Customer Accounts
  Reseller Accounts
  Distributor Accounts

Support commercial stage clean-up by:

• Reviewing owner reports to identify and close stale deals with no response.
• Identifying opportunities that remain in "contact initiated" after the second email, researching alternative contacts (Odoo, Shop, Salesforce, LinkedIn, etc.), and enrolling new contacts into Outreach for unresponsive accounts.

Salesforce (SF) & Process Hygiene

Ensure Salesforce hygiene by:

• Identifying and resolving cases where multiple opportunities exist for a single customer (e.g., upgrades, renewals, smaller licenses, MSP, etc.).
• Updating automatic renewal opportunities in Salesforce with details on automatic quote and invoice dates.
• Managing customers in an outreach sequence to explore interest in multi-year terms.
  

• Experience with outreach platforms (e.g., Outreach.io), CRM systems (Salesforce), and ticketing systems (Freshdesk).
• Strong communication and collaboration skills, with the ability to train others and coordinate across teams.
• Detail-oriented, process-driven, and proactive in identifying and resolving issues.
• Analytical mindset with experience in data clean-up and process optimization.
• Ability to manage multiple priorities in a fast-paced environment.
  

Additional Information:

This role may evolve based on team needs and business priorities. Flexibility, initiative, and a continuous improvement mindset are essential for success in this position.

• 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
• 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