[Hiring] Customer Success Representative @Veeam Software

Role Description

The Customer Success Representative (Commercial 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 customer success being the number one objective. This position is focused on driving revenue bookings and overachieving quotas through retaining customers.

What You’ll Do

• Be responsible for overachieving Quota tied to territory Renewal and Expansion goals.
• Effectively manage annual pipeline, by reaching out to customers 4 months (or more) before support expiration to perform customer experience assessments and environment health checks.
• 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 Special Terms, Create NSQ’s.
• Clearly communicate and sell complicated offers, internally and externally.
• Prepare accurate forecasts, business analysis and sharing insights.
• Assist 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.
• Record all activities on customer/partner actions in Veeam's customer relationship management system (SalesForce.com).
• Keep impeccable Salesforce hygiene.
• Manage inbound Renewal inquiries through different Renewals portals.
• Prioritize workload in order to meet all KPIs, goals and objectives.
• Meet Daily/Weekly SLAs and maintain high Customer Satisfaction ratings.
• Overachieve target quota.
• Focus on customer retention, renewal rate, and high velocity selling with special attention to maximizing revenue generation with our Velocity customer base.

Qualifications

• Bachelor’s Degree required (a combination of education and experience will be considered).
• Advanced level English and German language.
• Relevant work experience in one or more of the following: Sales, Account Management, Customer Success Account Management, Renewals, Account Management.
• Proven track record of overachievement of quota and KPIs.
• Experience in 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 is an advantage.

Bonus Skills

• Proficiency with SalesForce.com.

Benefits

• 26 paid days off annually, plus 4 extra global VeeaMe Days for self-care and 24 paid volunteer hours annually through Veeam Cares.
• Paid parental, maternity, and paternity leave.
• Fully covered family medical plan, dental, rehab, and vaccinations.
• Life, critical illness, and disability insurance.
• Employer pension contribution via PPK.
• Monthly Edenred allowance of 450 PLN for meals.
• MultiSport card fully covered by Veeam, giving access to sports facilities nationwide.
• Up to 12 free therapy sessions annually, plus legal and financial advice.
• 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.