Veeam is the Data and AI Trust Company, specializing in helping organizations ensure their data and AI are fully understood, secured, and resilient to enable the acceleration of safe AI at scale. As the market leader in both data resilience and data security posture management, Veeam is built for the convergence of identity, data, security, and AI risk. Headquartered in Seattle with offices in more than 30 countries, Veeam protects over 550,000 customers worldwide, who trust Veeam to keep their businesses running. Join us as we go fearlessly forward together, growing, learning, and making a real impact for some of the world’s biggest brands.
About the Role
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 the customer success being 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.
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:
o Licensing Transfers (opening license cases, walking customer through the process, following up to ensure satisfactory resultion)
o 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 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
- 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
What You’ll Bring
- 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
What You’ll Get
- 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
Please note: If an applicant is permanently located outside of Poland, Veeam reserves the right to decline the application for this position.
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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.
Please note that any personal data collected from you during the recruitment process will be processed in accordance with our Recruiting Privacy Notice.
The Privacy Notice sets out the basis on which the personal data collected from you, or that you provide to us, will be processed by us in connection with our recruitment processes.
By applying for this position, you consent to the processing of your personal data in accordance with our Recruiting Privacy Notice.
By submitting your application, you acknowledge that the information provided in your job application and any supporting documents is complete and accurate to the best of your knowledge. Any misrepresentation, omission, or falsification of information may result in disqualification from consideration for employment or, if discovered after employment begins, termination of employment.