Customer Success Strategic Representative

1 hour, 55 minutes ago
Full-time
Senior
Customer and Technical Support
Veeam Software

Veeam Software

Veeam Software is the global leader in Backup that delivers Modern Data Protection, offering solutions for virtual environments, enterprises, small businesses, and service providers worldwide.

Internet Software & Services
1K-5K
Founded 2006
$500M raised

Description

  • Own renewal and expansion goals for an assigned territory and overachieve quota targets.
  • Manage the annual renewal pipeline by engaging customers well before support expiration and performing technical environment health checks.
  • Proactively educate customers on new product features and additional offerings to drive renewals, upgrades, and new license sales.
  • Identify stakeholder needs at both customer and partner organizations and work backward to close business.
  • Cold call customers with lapsed support to reactivate subscriptions and renew coverage.
  • Work cross-functionally with Deal Desk, Legal, Sales, and other teams to prepare renewal agreements, special terms, and NSQs.
  • Negotiate renewal offers at the CxO level and communicate complex offers clearly internally and externally.
  • Support customers with licensing transfers, support ticket assistance, and escalation follow-up to ensure resolution and satisfaction.
  • Provide appropriate support to channel partners to help close renewals and additional licenses.
  • Maintain accurate and timely records in Salesforce and manage inbound renewal inquiries through renewal portals.
  • Forecast, analyze data, share insights, and prioritize work to meet KPIs, SLAs, and customer satisfaction goals.
  • Mentor and coach new hires throughout their Veeam journey.

Requirements

  • Minimum 3 years of relevant experience in sales, account management, customer success account management, renewals, or a related field.
  • Experience supporting large-scale enterprise accounts with technically complex configurations and high transaction or load volumes.
  • Proven track record of overachievement against quota and KPI targets.
  • Strong analytical skills, including advanced Excel usage.
  • Experience compiling, querying, analyzing, and reporting data.
  • Proficiency with Salesforce.com.
  • Ability to train, coach, and guide new hires.
  • Strong communication skills with the ability to influence stakeholders at all levels, including executives.
  • Excellent organizational and multitasking skills with the ability to prioritize in order to meet deadlines and quotas.
  • Ability to work in a semi-autonomous, fast-paced environment and manage a high volume of emails and outbound calls.
  • Understanding of technology and the ability to handle complex customer requests and escalations within a cross-functional team.

Benefits

  • 18 paid vacation days, plus 4 extra global VeeaMe Days for self-care.
  • 24 paid volunteer hours annually through Veeam Cares.
  • Private medical coverage for the employee and up to four dependents.
  • Life, accident, and disability insurance with enhanced coverage.
  • Annual flexible wellbeing allowance for physical and mental wellness.
  • Free confidential counseling and coaching through the Employee Assistance Program, including legal and financial advice.
  • Meal, fuel, and transportation benefits based on work arrangement.
  • Daycare reimbursement, safe cab facility for eligible employees, and learning opportunities through LinkedIn Learning, O’Reilly, mentoring, workshops, and Global Day of Learning events.

Interested in this position?

Apply directly on the company website

Apply Now

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