Customer Success Representative, US East - Inside

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.

About this role

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

 

What You'll Do

• 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

 

What You'll Bring

• Minimum of 3 years of relevant work experience in one or more of the following areas: Sales, Account Management, Customer Success, or Renewals
• Proven ability to train, coach, and guide new hires
• Strong analytical skills, with advanced proficiency in Excel
• Track record of exceeding quota and KPIs
• Experience providing consulting or support to large-scale, enterprise-level accounts with complex technical environments and high transaction volumes
• Demonstrated ability to lead complex customer requests and escalations within cross-functional teams
• Excellent communication skills with the ability to influence at all levels, including executive leadership
• Strong organizational skills with the ability to prioritize tasks and manage multiple deadlines
• Self-motivated and high-energy individual, comfortable with a high volume of email and outbound calls
• Experience in compiling, querying, analyzing, and reporting on data
• Proficiency in Salesforce.com
• Solid understanding of technology

 

 

What You'll Get

• Unlimited PTO
• 3 global VeeaMe Days per year: company-wide closures for employees to take a break, disconnect, and focus on self-care
  Paid Holidays
• Veeam Care Days: 24 hours paid time for volunteering
• 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)
• Family planning support: fertility, adoption, surrogacy, and parental resources
• Paid parental leave
• Employee Assistance Program  
• Additional voluntary benefits: accident, cri