Customer Success, Architect (Kasten)

Veeam®, the #1 global market leader in data protection and ransomware recovery, is on a mission to empower every organization to not just bounce back from a data outage or loss but bounce forward.

With Veeam, organizations achieve radical resilience through data security, data recovery, and data freedom for their hybrid cloud. 

The Veeam Data Platform delivers a single solution for cloud, virtual, physical, SaaS, and Kubernetes environments that gives IT and security leaders peace of mind that their apps 
and data are protected and always available.

Headquartered in Seattle with offices in more than 30 countries, Veeam protects over 450,000 customers worldwide, including 74% of the Global 2000, who trust Veeam to keep their businesses running.

Join our global Customer Success team as a Veeam Kasten Customer Success Engineer and become a trusted advisor for our select customers. In this role, you'll leverage your expertise in Veeam Kasten products and Kubernetes to guide customers through post-sales implementation and best practices. As an ideal candidate, you thrive on helping customers maximize the value of their Veeam solution while being part of a highly technical, collaborative engineering team where our employees’ success is just as important as our customers’ success.

Responsibilities: 

• Onboarding of select customers: Serve as the primary technical point of contact for customers post-sales, assisting customers with deployment plans and integration of Kasten products into their environments to ensure a smooth and successful initial deployment.
• Ongoing Success: Serve as the technical champion related to Kasten solutions for customers, in partnership with Customer Success Managers, with a focus on connecting their technical and business requirements.
• Education and Enablement: Guide customers with post-sales resources including documentation, training and Support.
• Collaboration: Work closely with internal teams to translate customer feedback into product improvements and enhanced customer journeys. And to optimize customer adoption, retention and growth opportunities within existing customer accounts.
• Customer Documentation: Provide customized recaps and guidance to customers to capture findings and recommendations that are the outcome of customer meetings.
• Internal Reporting: Provide detailed reports on customer interactions, issues, and feedback to inform internal stakeholders and improve customer success strategies.
• Documentation Creation: Identify and create documentation to enhance the post-sales customer experience, to facilitate knowledge sharing with Veeam Kasten customers. While also offering customized recommendations and guidance to individual customers, including knowledge base articles, best practice guides, and troubleshooting tips.
• Relationship Management: Build and maintain strong relationships with customers to ensure their ongoing satisfaction with Kasten products.
• Technical Leadership: Demonstrate technical leadership and subject matter expertise on Kasten’s Data Management Platform, Cloud Native Architectures, and competitive tools.
• Consultative Solutions: Act as a technical expert and consultant to develop and propose solutions that meet the technology and business requirements of customers.

Qualifications:

• 6+ years of related customer-facing experience in technical consulting, technical escalation, technical Support, Customer Success, and/or technical account management.
• Proven proficiency with Kubernetes-based environments is required.
• Strong technical knowledge of networking, cloud-native architectures, Kubernetes, Docker and data protection (backup, recovery, and disaster recovery).
• Expert in Linux administration
• Deep knowledge of bash or similar Linux scripting languages and using them effectively during troubleshooting of customer problems, and engineering interactions.
• Kubernetes certifications (CKA or CKAD)
• Entrepreneurial mindset with a strong work ethic, resourcefulness, and “get it done” attitude.
• Ability to thrive in a fast-paced environment handling multiple calls per day with immediate follow up.
• High level of business acumen and experience working customers of all business and knowledge levels.
• Ability to manage multiple customer accounts and projects simultaneously.
• Excellent communication skills in English, both spoken and written, is required; additional languages are a plus.
• Willingness to travel up to 20%

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