Customer Success Representative

Role Overview

• 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
• Coaches and Trains new hires on Veeam's Sales/Renewals/Customer Success methodologies
• Takes on the mentorship role for hires throughout their Veeam journey
• Forecast, analyzes data, provides insights and suggests strategies
• 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 resultion)
• 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

• Minimum of 3 years relevant work experience is one or more of the following: Sales, Account Management, Customer Success Account Management, Renewals, Account Management
• Required language skills: Business-level Japanese and conversational-level English
• Analytical skills, advanced usage of Excel
• Proven track record of overachievement of quota and KPIs
• Experienced with providing consulting or support to large scale, enterprise level accounts with technically complex configurations and high volumes of transactions/load
• Ability to effectively lead efforts to handle complex customer requests and escalations within a multi-functional team
• Good communication skills with demonstrated ability to effectively communicate and influence at all levels of an organization, including executive level
• 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

Tech Stack

• SFDC

Benefits

• 10 days of paid annual leave after 6 months of continuous employment, increasing with tenure up to 20 days after 6.5 years, plus 4 extra global VeeaMe Days for self-care and 24 paid volunteer hours annually through Veeam Cares
• Flexible Spending Allowance (FSA) for medical, dental, vision, wellness, fitness, and tech-related expenses
• Opportunities to learn and grow through on-demand libraries (LinkedIn Learning, O’Reilly), mentoring, workshops, and learning events like our annual Global Day of Learning