Customer Success Representative

3 tygodni temu

Warszawa, Mazovia, Polska Veeam Software Pełny etat
Customer Success Representative (German + English Fluency Required)

Warsaw, Poland

Veeam, the #1 global market leader in data protection and ransomware recovery, is on a mission to empower every organization to not just bounce back from a data outage or loss but bounce forward.

With Veeam, organizations achieve radical resilience through data security, data recovery, and data freedom for their hybrid cloud.

The Veeam Data Platform delivers a single solution for cloud, virtual, physical, SaaS, and Kubernetes environments that gives IT and security leaders peace of mind that their apps and data are protected and always available.

Headquartered in Seattle with offices in more than 30 countries, Veeam protects over 450,000 customers worldwide, including 74% of the Global 2000, who trust Veeam to keep their businesses running.

The Customer Success Representative 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. The Customer Success Representative is also responsible for upselling customers to premium services and for identifying opportunities for add-on sales of Veeam products. This position is focused on driving revenue bookings and overachieving quotas through retaining customers.

Your tasks will include:

  1. Exceed territory renewal and expansion quotas.
  2. Ensure contract growth and customer retention in the assigned territory.
  3. Address obstacles to renewals to maintain customer satisfaction.
  4. Monitor expiring agreements and act promptly to secure continuations.
  5. Provide proposals and quotes per customer and partner agreements.
  6. Address inquiries on quotes, pricing, co-terming, up-selling, and contract reinstatement.
  7. Reactivate support through outreach to customers with lapsed support.
  8. Collaborate with Sales and other teams for customer retention and NSQ preparation.
  9. Foster positive interactions with customers, partners, and colleagues.
  10. Pursue opportunities for maintenance reinstatement.
  11. Support negotiation of maintenance agreements.
  12. Record activities accurately in Veeam's CRM (SalesForce.com).
  13. Prioritize customer retention and revenue generation through high-velocity selling.
  14. Assist channel partners in closing renewals and additional licenses.
  15. Maintain excellent Salesforce hygiene.
  16. Prioritize tasks to meet KPIs, goals, and objectives.
  17. Achieve daily/weekly SLAs and maintain high customer satisfaction.
  18. Perform additional duties as needed.

What we expect from you:

  1. Bachelor's Degree required (a combination of education and experience will be considered).
  2. Superb customer service skills are required.
  3. Exceptional organizational skills with the proven ability to prioritize and multi-task to meet deadlines and quotas.
  4. Ability to work in a semi-autonomous and fast-paced environment.
  5. High-energy, motivated self-starter prepared to handle a high number of email communications and outbound telephone calls.
  6. Experience compiling, querying, analyzing and reporting data.
  7. Proficiency with SalesForce.com is desirable.
  8. Basic knowledge of virtualization industry and the ability to relay information to the partner community.

Veeam Software is an equal opportunity employer and does not tolerate discrimination in any form on the basis of race, color, religion, gender, age, national origin, citizenship, disability, veteran status or any other classification protected by federal, state or local law. All your information will be kept confidential.

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