Customer Success Representative, COM Named

7 Minutes ago • All levels • Customer Service • $67,100 PA - $95,900 PA

Job Summary

Job Description

Responsible for overachieving Quota tied to territory Renewal and Expansion goals. Effectively manages annual pipeline, by reaching out to customers 9 months or more before support expiration to perform customer's technical environment health check, and proactively provide support to customers to ensure full product and feature adoption
Must have:
  • Proactive engagement with customers to educate on new product features, close renewals, and grow accounts.
  • Understand stakeholders at customer and partner, and work backwards from their needs.
  • Cold call customers with lapsed support to reactivate services.
  • Work cross-functionally with Deal Desk, Legal, and Sales for Enterprise Renewals Agreements.
  • Clearly communicate and sell complicated offers internally and externally.
  • Effectively negotiate Renewal offers at the CxO level.
  • Accurate forecasting, business analysis, and sharing insights.
  • Assist customers with licensing transfers and support ticket assistance.
  • Ensure appropriate support to Veeam’s channel partners for renewals and additional licenses.
  • Accurate and timely records of all activities in Salesforce.com.
  • Maintain impeccable Salesforce hygiene.
  • Manage inbound Renewal inquiries through different Renewals portals.
  • Prioritize workload to meet all KPIs, goals, and objectives.
  • Meet Daily/Weekly SLAs and maintain high Customer Satisfaction ratings.

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.

Summary

Responsible for overachieving Quota tied to territory Renewal and Expansion goals. Effectively manages annual pipeline, by reaching out to customers 9 months or more before support expiration to perform customer's technical environment health check, and proactively provide support to customers to ensure full product and feature adoption

Responsibilities

  • Proactive engagement with customers with the goal of educating 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 of reactivating 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 to meet all KPIs, goals and objectives.
  • Meet Daily/Weekly SLAs and maintain high Customer Satisfaction ratings

The salary range posted is On Target Earnings (OTE), which is inclusive of base and variable pay. When making an offer of employment, Veeam will take into consideration the candidate’s expectations, experience, education, scope of responsibility for the role, and the current market demands.

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.

By submitting your application, you acknowledge that the information provided in your job application and any supporting documents is complete and accurate to the best of your knowledge. Any misrepresentation, omission, or falsification of information may result in disqualification from consideration for employment or, if discovered after employment begins, termination of employment.

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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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