Job level: P1

About the Role

The Customer Success Representative (Inside Com 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

• Responsible for overachieving Quota tied to territory Renewal and Expansion goals


• Effectively manages Annual pipeline, by reaching out to customers 4 months (or more) before support expiration to perform customer experience assessments and environment health checks


• Understands who the stake holders at the customer and at partner, what matters to them, and work backwards.


• 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


• Accurate forecasting, business analysis and sharing insights 


• Assisting 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


• Accurate and timely records all activities on customer/partner record in Veeam's customer relationship management system (SalesForce.com)


• Impeccable Salesforce hygiene


• Manages 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


• Overachieves target quota


• Focuses on customer retention, renewal rate, and high velocity selling with special attention to maximizing revenue generation with our Velocity customer base 


• Ensure appropriate support to Veeam’s channel partners, to successfully close renewal and additional licenses 


• Accurate and timely records all activities on customer/partner record in Veeam's customer relationship management system (SalesForce.com)


• Impeccable Salesforce hygiene 


• Manages inbound Renewal inquiries though different Renewals portals 


• Prioritize workload in order to meet all KPIs, goals and objectives. 


• Meet Daily/Weekly SLAs & maintain high Customer Satisfaction ratings

What You’ll Bring

• Bachelor’s Degree required (a combination of education and experience will be considered) 


• English Advanced 


• Italian Advanced


• Relevant work experience is 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
  


• Experienced with 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


• Understanding of the technology

What You’ll Get 

• 21 annual vacation days, additional days based on tenure, plus 3 global VeeaMe Days for self-care


• Private health, dental, and vision insurance for employees and dependents


• Mental health support with up to 12 free therapy sessions


• Private hospital coverage for planned and emergency care


• Monthly lifestyle and daily meal benefits: 40 RON/day via Edenred and 600 RON/month through a flexible cafeteria platform


• Life, critical illness, and disability insurance


• One paid volunteer day annually through Veeam Cares


• Professional training and education, including courses and workshops, internal meetups, and unlimited access to our online learning platforms (LinkedIn Learning, Athena, O’Reilly) and mentoring through our MentorLab program

Please note: If an applicant is permanently located outside of Romania, Veeam reserves the right to decline the application for this position.

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