Customer Success Representative, Velocity (Italian speaker)

3 Months ago • All levels • Customer Service

Job Summary

Job Description

The Customer Success Representative (Velocity Accounts) is responsible for renewing customer maintenance contracts, providing quotes, and ensuring customer retention and satisfaction. Responsibilities include overachieving renewal and expansion goals, managing contracts, removing obstacles to renewal, providing proposals, handling inquiries, and upselling services. The role involves cross-functional collaboration, managing Salesforce, and meeting KPIs. This position requires strong customer service, communication skills in both English and Italian, organizational skills, and the ability to work in a fast-paced environment. The main focus is on maximizing revenue and ensuring customer satisfaction within the Velocity customer base.
Must have:
  • Bachelor’s Degree required.
  • English and Italian Advanced proficiency
  • Superb customer service skills.
  • Excellent verbal and written communication skills.
  • Exceptional organizational and multi-tasking skills.
Good to have:
  • Proficiency with SalesForce.com is desirable.
  • Basic knowledge of virtualization industry.
Perks:
  • Private medical insurance.
  • Meal tickets.
  • Private pension plan.
  • Life insurance.
  • Vision reimbursement.
  • Annual leave and additional vacation days.
  • Cafeteria Benefit Plan.
  • Veeam Care Days – additional 24 hours for volunteering activities.
  • Professional training and education.

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.


 

The Customer Success Representative (Velocity Accounts) 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 Customer Success Representative is responsible for ensuring the best customer experience as well as customer retention, with the customer success being number one objective. The Customer Success 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. 

Your tasks will include:

  • 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
  • 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 ratings
  • Other duties, as assigned

 

What we expect from you:

  • Bachelor’s Degree required (a combination of education and experience will be considered)
  • English Advanced
  • Italian Advanced
  • Superb customer service skills are required
  • Excellent verbal and written communications skills in both English and Italian
  • 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

 

We offer: 

  • Private medical insurance for you, one adult dependent, and your children
  • Meal tickets
  • Private pension plan
  • Life insurance
  • Vision reimbursement
  • Annual leave and additional vacation days based on tenure
  • Cafeteria Benefit Plan where you will be able to flexibly customize your benefits package based on your budget and personal needs
  • Veeam Care Days – additional 24 hours for your volunteering activities
  • Professional training and education, including courses and workshops, internal meetups, and unlimited access to our online learning platforms (Percipio, Athena, O’Reilly) and mentoring through our MentorLab program

#LI-AG2

 

 


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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