Customer Success Representative

undefined ago • 1 Years + • Customer Service

Job Summary

Job Description

Veeam, a global leader in data resilience, provides solutions for data backup, recovery, portability, security, and intelligence to over 550,000 customers worldwide. This role, a Renewals Sales Customer Success Representative for the Velocity segment, focuses on managing territory renewal and expansion goals, ensuring timely renewals, customer retention, and satisfaction. Key tasks include proactive management of expiring agreements, handling inquiries, cold-calling lapsed customers, and collaborating with sales teams to drive retention and prepare proposals. The position requires maintaining accurate Salesforce records and meeting KPIs and SLAs.
Must have:
  • Overachieve Quota tied to territory Renewal and Expansion goals
  • Effectively manage renewal and ensure growth of all contracts
  • Remove obstacles to renewal and ensure customer retention and satisfaction
  • Proactively monitor expiring agreements and ensure continuation of maintenance
  • Provide timely proposals and quotes
  • Handle customer and partner inquiries related to quotes, pricing, co-terming, up-selling, and reinstatement
  • Cold call lapsed customers for reactivation
  • Work cross-functionally with Sales and others for customer retention
  • Identify and pursue maintenance reinstatement opportunities
  • Assist in negotiation of maintenance agreements
  • Accurately record all activities in Salesforce.com
  • Focus on customer retention, renewal rate, and maximizing revenue
  • Ensure appropriate support to Veeam’s channel partners
  • Manage inbound Renewal inquiries
  • Prioritize workload to meet KPIs, goals, and objectives
  • Meet Daily/Weekly SLAs & maintain high Customer Satisfaction rating
Good to have:
  • Proficiency with SalesForce.com is desirable
  • Renewals or Customer success experience is a plus

Job Details

Veeam, the #1 global market leader in data resilience, believes businesses should control all their data whenever and wherever they need it. Veeam provides data resilience through data backup, data recovery, data portability, data security, and data intelligence. Based in Seattle, Veeam protects over 550,000 customers worldwide who trust Veeam to keep their businesses running. Join us as we move forward together, growing, learning, and making a real impact for some of the world’s biggest brands. The future of data resilience is here - go fearlessly forward with us.

Renewals Sales, Customer Success Representative for Velocity segment is responsible for managing territory renewal and expansion goals, with a focus on exceeding quotas. Key responsibilities include ensuring timely renewals, customer retention, and satisfaction, while removing obstacles and proactively managing expiring agreements. The role requires responding to inquiries related to quotes, pricing, and up-selling, as well as cold-calling lapsed customers for reactivation. Collaboration with sales and other teams is essential to drive customer retention and prepare proposals. The role also involves maintaining accurate records in Salesforce, handling inbound renewal inquiries, and pursuing opportunities for maintenance reinstatement. Additional duties include meeting KPIs, SLAs, and maintaining high customer satisfaction.

Responsibilities:

  • Responsible for overachieving Quota tied to territory Renewal and Expansion goals
  • Effectively manages renewal and ensures growth of all contracts in assigned territory
  • Removes any obstacles to renewal and goes above and beyond to ensure customer retention and satisfaction
  • Proactively monitors the funnel of expiring agreements, executes actions in timely manner to ensure the continuation of assigned customers on maintenance agreements
  • Provides timely proposals and quotes as requested pursuant to terms of customer and/or partner agreements
  • Efficiently handles customer and partner inquiries related to quotes, pricing, co-terming, up-selling and reinstatement of maintenance contracts
  • Cold call customers with lapsed support, with the goal to reactivate support.
  • Work cross functionally with Sales and others to ensure customer retention, prepare NSQ's
  • Positively interacts and collaborates with customers, Veeam partners, and Veeam associates
  • Identifies and pursues maintenance reinstatement opportunities
  • Assists in negotiation of maintenance agreements
  • Accurately records all activities on customer/partner record in Veeam's customer relationship management system (SalesForce.com)
  • Overachieves target quota
  • Focuses on customer retention, renewal rate, and high velocity selling with special attention to maximizing revenue generation with our Velocity customer base
  • Ensure appropriate support to Veeam’s channel partners, to successfully close renewal and additional licenses
  • Accurate and timely records all activities on customer/partner record in Veeam's customer relationship management system (SalesForce.com)
  • Impeccable Salesforce hygiene
  • Manages inbound Renewal inquiries though different Renewals portals
  • Prioritize workload in order to meet all KPIs, goals and objectives.
  • Meet Daily/Weekly SLAs & maintain high Customer Satisfaction rating
  • Other duties, as assigned

Requirements:

  • 1+ years of Sales experience is required (any industry/vertical)
  • Renewals or Customer success experience is a plus
  • Bachelor’s Degree required (a combination of education and experience will be considered)
  • Superb customer service skills are required
  • Excellent verbal and written communications skills
  • Exceptional organizational skills with the proven ability to prioritize and multi-task to meet deadlines and quotas
  • Ability to work in a semi-autonomous and fast-paced environment
  • High-energy, motivated self-starter prepared to handle high number of email communications and out-bound telephone calls
  • Experience compiling, querying, analyzing and reporting data
  • Proficiency with SalesForce.com is desirable
  • Basic knowledge of virtualization industry and the ability to relay information to the partner community

#LI-LW1

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About The Company

Veeam’s got your workloads covered — cloud, on‑prem, remote sites, and everything else in between. Our Zero Trust principles are baked into every backup, ensuring your data is protected and ready for recovery. Wherever your data lives, Veeam works with that, too.


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