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.