Customer Success Representative, Velocity (Italian speaker)

1 Month ago • All levels • Customer Service

Job Summary

Job Description

Veeam, a global leader in data resilience, protects over 550,000 customers by providing data backup, recovery, portability, security, and intelligence. The Customer Success Representative (Velocity Accounts) is responsible for renewing customer maintenance contracts in their assigned territory/segment, providing quotes to customers and channel partners. The role emphasizes ensuring an excellent customer experience and retention as the primary objective, while also upselling premium services and identifying opportunities for add-on sales. This position drives revenue bookings and exceeds quotas by retaining customers. Key responsibilities include managing renewals, removing obstacles to renewal, proactively monitoring expiring agreements, timely proposal delivery, handling customer inquiries, cold calling lapsed support customers, collaborating with internal teams, and accurate record-keeping in Salesforce.com.
Must have:
  • Overachieve Quota for renewals and expansion
  • Manage renewals and contract growth
  • Ensure customer retention and satisfaction
  • Proactively monitor expiring agreements
  • Provide timely quotes and proposals
  • Handle customer inquiries efficiently
  • Reactivate lapsed support customers
  • Collaborate with Sales for retention
  • Maintain positive customer/partner interactions
  • Accurately record activities in Salesforce.com
  • Focus on customer retention and revenue maximization
  • Support channel partners for renewals
  • Maintain impeccable Salesforce hygiene
  • Manage inbound renewal inquiries
  • Prioritize workload to meet KPIs
  • Meet SLAs and maintain high CSAT ratings
  • Bachelor's Degree or equivalent experience
  • Advanced English proficiency
  • Advanced Italian proficiency
  • Superb customer service skills
  • Excellent verbal and written communication (English & Italian)
  • Exceptional organizational and multitasking skills
  • Ability to work in a semi-autonomous, fast-paced environment
  • High-energy, motivated self-starter
  • Experience with data compilation, querying, analysis, and reporting
Good to have:
  • Proficiency with SalesForce.com
  • Basic knowledge of virtualization industry
  • Ability to relay information to partners
Perks:
  • Private medical insurance for employee, one adult dependent, and children
  • Meal tickets
  • Private pension plan
  • Life insurance
  • Vision reimbursement
  • Annual leave and additional vacation days based on tenure
  • Cafeteria Benefit Plan for flexible benefit customization
  • Veeam Care Days for volunteering activities
  • Professional training and education (courses, workshops, internal meetups)
  • Unlimited access to online learning platforms (Percipio, Athena, O’Reilly)
  • Mentoring through MentorLab program

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.

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.

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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