Job Description
The role involves managing customer retention and expansion within a high-volume portfolio by overseeing renewal cycles, identifying upsell opportunities, and collaborating with partners to ensure customer success and revenue growth.
Key Responsibilities
- Manage a high volume of customer accounts to drive retention and safeguard ARR
- Handle renewal blockers, define resolution strategies, and act as the primary customer contact
- Analyze customer usage, feedback, and support trends to identify early risks and prevent issues
- Diagnose customer challenges and collaborate with partners to implement corrective actions
- Own the renewal sales cycle, including forecasting, risk management, pricing negotiations, and contract execution
- Identify and qualify upsell and expansion opportunities within the customer base
- Collaborate with channel partners to co-manage renewal processes and develop account strategies
Requirements
- Manage a high volume of accounts representing approximately 20% of the global customer base around 140 accounts, including handling critical renewal blockers, defining and executing resolution paths that balance customer needs with company guidelines, and safeguarding ARR.
- Own the end-to-end renewal lifecycle, including upcoming renewal forecasting, accurately predicting churn and downgrading risk, managing pricing negotiations, and ensuring timely contract execution to safeguard ARR.
- Identify and qualify latent expansion opportunities within the assigned territory, owning the entire sales cycle for upsell opportunities.
- Collaborate closely with Channel Partners to co-manage renewal cycles, develop mutual account strategies and execution plans, and ensure seamless customer experience and revenue retention across shared customer accounts.
- Handle customer retention and ARR safeguarding as the primary mission, serving as the commercial single point of contact for the assigned territory.
- Proactively analyze customer usage patterns, feedback signals, and support trends to detect early risks and intervene before issues escalate.
- Diagnose root causes of customer challenges and partner with the Partner team to implement effective corrective actions that eliminate recurring issues.
- Manage the renewal sales cycle, including forecasting, risk prediction, pricing negotiations, and contract management.
- Demonstrate experience in managing customer accounts and renewal processes, with a focus on retention and expansion strategies.
- Possess strong communication and collaboration skills to work with customers, partners, and internal teams effectively.
Benefits & Perks
compensation/salary range (territory ARR with retention rate target 70-80, expand ARR target 20-30)
hybrid working options
company equity RSUs
generous PTO
extensive parental leave
dedicated volunteer days
access to resources such as gym subsidies, counseling, and well-being programs
benefit from a dedicated learning program and mentorship opportunities
Ready to Apply?
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