Renewals Specialist EMEA (all genders)

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.

• 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
• A great working atmosphere in an enthusiastic international team with flat hierarchies
• 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