Customer Success Representative, Named Ent/Com

Summary

Responsible for overachieving quota tied to territory renewal and expansion goals. Effectively manages the annual pipeline by reaching out to customers nine months or more before support expiration to perform a technical environment health check and proactively provide support to ensure full product and feature adoption.

Responsibilities

• Coach and train new hires on Veeam’s Sales, Renewals, and Customer Success methodologies

• Serve as a mentor for new hires throughout their Veeam journey

• Forecast, analyze data, provide insights, and suggest strategies

• Proactively engage with customers to educate them on new product features and additional products, align solutions with business outcomes, close renewals, and grow accounts by selling and closing upgrades and new licenses

• Identify key stakeholders at both customer and partner organizations, understand what matters to them, and work backward from their goals

• Cold-call customers with lapsed support to reactivate support agreements

• Work cross-functionally with the Deal Desk, Legal Department, Sales, and other teams to prepare Enterprise Renewal Agreements, draft special terms, and create NSQs

• Clearly communicate and sell complex offers, both internally and externally

• Effectively negotiate renewal offers at the CxO level

• Provide accurate forecasting, perform business analysis, and share actionable insights

• Assist customers as needed to ensure success, including but not limited to:

  • Licensing transfers (opening license cases, guiding customers through the process, and ensuring resolution)

  • Support ticket assistance (educating customers on how to open or escalate support cases, and following up to ensure resolution)

• Provide appropriate support to Veeam’s channel partners to successfully close renewals and sell additional licenses

• Maintain accurate and timely records of all activities in Veeam’s CRM system (Salesforce.com)

• Ensure impeccable Salesforce hygiene

• Manage inbound renewal inquiries through various renewals portals

• Prioritize workload to meet all KPIs, goals, and objectives

• Meet daily/weekly SLAs and maintain high customer satisfaction ratings

Requirements

• 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