Customer Success Representative

3 Months ago • 1-3 Years • Customer Service

Job Summary

Job Description

As a Customer Success Representative at Veeam, you will be responsible for exceeding quota related to territory renewals and expansion goals. You will proactively manage the annual pipeline by reaching out to customers to assess their experience and check the health of their environment. This includes understanding customer and partner stakeholders, reactivating support for customers with lapsed support, and preparing special terms with other departments to make offers. Other responsibilities include communicating and selling complex offers, accurate forecasting, providing customer support, and managing renewal inquiries. Additionally, you will ensure appropriate support for channel partners. The job involves a lot of communication and requires someone who can handle customer escalations and work in a fast-paced environment.
Must have:
  • 1-3 years in Sales/Account Management/Customer Success/Renewals
  • Proven track record of quota and KPI overachievement
  • Ability to manage complex customer requests and escalations
  • Excellent communication and influence skills
  • Exceptional organizational and multi-tasking skills
  • Ability to work in a fast-paced environment
  • High-energy self-starter with excellent email skills
  • Experience compiling, analyzing, and reporting data
  • Proficiency with SalesForce.com

Job Details

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.


 

Responsibilities: 

  • Responsible for overachieving Quota tied to territory Renewal and Expansion goals
  • Effectively manages Annual pipeline, by reaching out to customers 4 months (or more) before support expiration to perform customer experience assessments and environment health checks
  • Understands who the stake holders at the customer and at partner, what matters to them, and work backwards. 
  • Cold call customers with lapsed support, with the goal to reactivate support. 
  • Work cross functionally with Deal Desk, Legal Department, Sales and others to prepare Special Terms, Create NSQ’s
  • Clearly communicate and sell complicated offers, internally and externally
  • Accurate forecasting, business analysis and sharing insights 
  • Assisting customers with whatever is needed to ensure customer success, including but not limited to: 
    o Licensing Transfers (opening license cases, walking customer through the process, following up to ensure satisfactory resolution) 
    o Customer Support Ticket Assistance (Educating customers on how to open support tickets, Escalate support cases through prescribed processes, follow up to ensure support ticket is resolved to customer satisfaction)
  • 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 and maintain high Customer Satisfaction ratings
  • 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 

Requirements:

  • Minimum of 1-3 years relevant work experience is one or more of the following: Sales, Account Management, Customer Success Account Management, Renewals
  • Proven track record of overachievement of quota and KPIs
  • Ability to effectively lead efforts to handle complex customer requests and escalations within a multi-functional team
  • Good communication skills with demonstrated ability to effectively communicate and influence at all levels of an organization, including executive level
  • 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 

 


Veeam Software is an equal opportunity employer and does not tolerate discrimination in any form on the basis of race, color, religion, gender, age, national origin, citizenship, disability, veteran status or any other classification protected by federal, state or local law. All your information will be kept confidential.

Please note that any personal data collected from you during the recruitment process will be processed in accordance with our Recruiting Privacy Notice.  

The Privacy Notice sets out the basis on which the personal data collected from you, or that you provide to us, will be processed by us in connection with our recruitment processes. 

By applying for this position, you consent to the processing of your personal data in accordance with our Recruiting Privacy Notice.

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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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