What are the responsibilities and job description for the Renewal Manager position at EPLAN USA?
Renewal Manager
Purpose
Renewal Manager to drive the Renewals of Subscription and Software Service contracts to maximize the Annual Recurring Revenues.
The main focus of the position is to maximize the renewal revenue while options to expand Annual Recurring Revenues for our contracted customers Subscription and Software Service may be explored too. The main tasks are continuous customer contacts to ensure the complete processing of renewals. In the same way analyses data are used and applied to identify risky renewals in a very early stage to reduce churn and to keep customer loyalty high.
Accountabilities
Job Dimensions
Education
Experience
Skills & Personal Competences:
#LI-GM
Purpose
Renewal Manager to drive the Renewals of Subscription and Software Service contracts to maximize the Annual Recurring Revenues.
The main focus of the position is to maximize the renewal revenue while options to expand Annual Recurring Revenues for our contracted customers Subscription and Software Service may be explored too. The main tasks are continuous customer contacts to ensure the complete processing of renewals. In the same way analyses data are used and applied to identify risky renewals in a very early stage to reduce churn and to keep customer loyalty high.
Accountabilities
- Full responsibility for the renewals of small and medium size customers (internally C & D accounts) in all aspects of the renewal activities
- Responsible for executing the local renewal strategy in order to avoid churn and to strengthen customer retention.
- Working closely with local stakeholders Sales, Professional Services, Sales Administration and Marketing according to a local action plan with clear roles and responsibilities.
- Continuous customer contacts to ensure a professional usage of EPLAN in combination with high customer satisfaction.
- Perform on-boarding check for new customers after 90 days
- Following customers after on-boarding, how they use the software and to make sure the user knows the full potential of the software.
- Perform value realization Call after 180 days
- Eyes and ears at the customer to identify at risk customers early in the cycle who have high potential of churn and develop resolution strategies.
- Identify at risk customers early and develop resolution strategies
- Identify potential for Expand and increasing customer satisfaction
- Follow up on customer specific topics (PO letter status, Pricing information)
- Identifying room for improvement to make the customer more successful.
- Forecast trends and suggest on how to achieve increasing retention rates
- Work with analytic tools and enhance them to identify early business risks
- Regularly reports to Global Renewal Director and upper management.
Job Dimensions
- Customer portfolio: Defined list of small and medium size customers (internally C & D accounts) within [Country / Region]
- Product portfolio: Mainly Subscription and SWS Renewal contracts including all EPLAN products & services.
- Objectives: Achievement of defined country/region renewal volume and connected renewal rate. Support maximizing contract value (incl. Upsell and conversion)
- Travel about 5-10%,
Education
- Bachelor or Master degree in engineering, business administration or similar disciplines.
Experience
- 3 years of sales experience in a renewal or subscription environment, ideally further experience either in sales administration or customer service in the technology/engineering environment.
- Very good English and local language skills.
- Customer orientated with strong consultative selling background, strong negotiation as well as objection handling skills.
- Empathic and self-motivated with excellent communication skills, great listener and hands on mentality.
- Team player, able to cooperate with different stakeholders on local level.
- Revenue, data and KPI driven to close renewal and SUB extension deals.
Skills & Personal Competences:
- Strong organization and negotiation skills;
- An understanding of the business challenges associated with the market;
- Strong interpersonal and presentation skills;
- Excellent verbal and written communication skills;
- Result driven team player; perseverance; proactive; initiative taker; problem solver; positive drive & attitude.
#LI-GM
EPLAN Software & Service LLC is an EOE employer part of the owner-operated Friedhelm Loh Group. All individuals, including minorities, women, individuals with disabilities, and veterans are encouraged to apply. FLSA Exempt (Not eligible for overtime).