Customer Success Representative (Bilingual Portuguese Required)

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.

Your Role

The Customer Success Representative is responsible for the renewal of customer maintenance contracts in their assigned territory/segment; this includes providing quotes directly to customers and/or their assigned channel partners. The Representative is responsible for ensuring the best customer experience as well as customer retention, with the customer success being number one objective. The Representative is also responsible for upselling customers to premium services and for identifying opportunities for add-on sales of Veeam products. This position is focused on driving revenue bookings and overachieving quotas through retaining customers.

Responsibilities:

• Responsible for overachieving Quota tied to territory Renewal and Expansion goals
• Effectively manages Annual pipeline, by reaching out to customers many months before support expiration to perform customer experience assessments and environment health checks
• Proactive engagement with customers with the goal to educate customers of new product features, additional products, tie it to the business outcomes, close renewals and grow account by selling and closing Upgrades and New Licenses
• Understand 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 Enterprise Renewals Agreements, Special Terms, Create NSQ’s
• Clearly communicate and sell complicated offers, internally and externally
• Effectively negotiate Renewals offers at the CxO level
• Accurate forecasting, business analysis and sharing insights
• Assisting customers with whatever is needed to ensure customer success, including but not limited to:
• Licensing Transfers (opening license cases, walking customer through the process, following up to ensure satisfactory resolution)
• 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

Requirements

• Fluent in both Portuguese & English
• 2-4 years of Sales experience is required (any industry/vertical). Full life cycle sales experience is required.
• Completed an undergraduate degree from an accredited college or university
• Ability to work in a hybrid environment based in Alpharetta, GA
• Excellent written and verbal communication skills
• Math Skills (Basic statistics and terms)
• Critical Thinking & Problem-Solving skills
• Willingness to learn about technology
• Proficiency in Windows or Microsoft Office
• 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-started prepared to handle high number of email communications and out-bound telephone calls

We offer:

• Medical, dental, and vision coverage starting on day one (multiple plan options)
• Flexible Spending Accounts (FSA) and Health Savings Account (HSA) options
• Employer HSA contributions (for HDHP participants)
• Life and AD&D insurance (employee, spouse/partner, and child options)
• Company-paid short-term and long-term disability insurance
• Supplemental individual disability insurance (IDI)
• 401(k) plan with dollar-for-dollar match up to $6,000 annually
• Paid Holidays
• Unlimited PTO
• 3 global VeeaMe Days per year: company-wide closures for employees to take a break, disconnect, and focus on self-care
• Paid parental leave: 8 weeks for all new parents, 16 weeks for the birthing parent (combination of paid leave and disability)
• Family planning support: fertility, adoption, surrogacy, and parental resources
• Veeam Care Days: 24 hours paid time for volunteering
• Employee Assistance Program
• Mental health support
• Additional voluntary benefits: accident, critical illness, hospital indemnity, legal, identity theft protection, commuter benefits, pet care
• Professional training and education, on-demand learning libraries (LinkedIn Learning, O’Reilly), mentoring, workshops, and Global Day of Learning