Customer Success, Architect (Public Cloud & Veeam Data Cloud Vault)

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.

The Customer Success, Architect will be assigned the largest, most strategic Veeam Vault customers with the main effort of ensuring product adoption, customer retention, and assisting with contract renewals before support expiration. 

This is a technical customer success position tied to customer satisfaction, product adoption and renewal contract retention. Success is achieved through proactive engagement to ensure customers are using Veeam’s Vault product, following best practices, and continuously adding value to the customer’s experience. Building and nurturing strong relationships between your customers and you is fundamental to achieving our desire for high customer satisfaction and retention. 

Responsibilities: 

• Overachieve high customer satisfaction objectives. 

• Build strong working and strategic relationships with clients, acting as a knowledgeable and trusted advisor for current product offerings as well as future expansion opportunities. 

• Perform monthly success planning activities that encompass product benefits matched to customers' priorities. 

• Demonstrate product features with proactive customer engagements; the goal is to educate the customer on new product features, additional product updates, tie them to business outcomes, and grow the account by selling additional products within the portfolio. 

• Understand who the stakeholders are with the customer, what matters to them, and align business goals to product capabilities. 

• Work cross-functionally with sales, pre-sales engineering, product management, and others to ensure a consistent and well-thought-out plan for product adoption, retention, and high customer satisfaction. 

• Clearly communicate and sell product capabilities and benefits. 

• Effectively create value for customers to ensure a seamless renewal at contract expiration 

• Maintain accurate and timely records of all activities of customers in Veeam's customer relationship management system (SalesForce.com). 

• Manage customer inquiries through various Veeam portals. 

• Prioritize workload to meet all KPIs, goals, and objectives. 

• Help host 1-to-many training and Q&A sessions both in person and via webinars 

• Other duties, as assigned. 

  Requirements: 

• Proven track record of overachievement on customer satisfaction, KPIs, and overall metrics. 

• Experience and knowledge with public cloud services (i.e., AWS, Azure, GCP). 

• Experience with protocols such as S3, TCP, UDP, SSL etc. 

• Hands-on experience with public cloud object storage services and policies (i.e., AWS S3, AWS IAM policies, Azure Blob, GCP storage). 

• Understanding of AWS VPC configuration, including VPN connections, NAT gateways, Endpoints and peering.  

• Understanding of Backup and Disaster Recovery solutions in Cloud, best practices and principles  

• Experience with migration patterns from on-premises to Cloud   

• Industry-based experience in storage technologies  

• Experience compiling, querying, analyzing, and reporting data. 

• 6+ years of related customer-facing experience in technical consulting, technical escalation, technical Support, Customer Success, and/or technical account management.   

• High level of business acumen and experience working customers of all business and knowledge levels.   
• Ability to manage multiple customer accounts and projects simultaneously. 

In Return You Can Expect:

• A competitive mix of salary and generous benefits package which includes life insurance and a premium healthcare program for you, one adult dependent, and all your children.
• Extra benefits. We provide meal tickets worth 35 RON a working day and a pension scheme for your future financial security.
• The benefits platform. This is a monthly budget that you can spend on whatever enriches your life – think travel, sport, wellness, education, or language classes, to name a few.
• Excellent career opportunities. This includes professional training and education with access to the digital library Bookster, training courses and conferences, and around 20.000 resources dedicated to improve your skills and build on your talents.
• A multicultural team with more than 20 nationalities. Broaden your horizons by working alongside talented and energetic people with different perspectives.
• Tailored onboarding, buddy, and mentor programs so getting started is hassle-free.
• Employee Resource Groups. Our dedicated Veeamers form networks such as Women in Green and our Inclusion ERG. Our groups offer both a safe space to have open conversations, learning resources, and access to exclusive events.
• Volunteering days! You will enjoy 24 additional paid hours to give back to the community. Previously we’ve contributed to building animal shelters, cleaning mountains, and planting trees, among others causes close to our hearts.
• Wellness programs. It’s important to us that our Veeamers feel their best, and our programs focus on work-life balance, as well as physical, mental, and nutritional wellbeing.
• More days off. The length of your tenure at Veeam is rewarded with additional vacation days for you to take and focus on what really matters to you.

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