Customer Success Representative

4 weeks ago

Alpharetta, United States Veeam Software Full time
Job Description

Veeam Software, a global leader in data protection and ransomware recovery, empowers organizations to achieve radical resilience through data security, data recovery, and data freedom for their hybrid cloud environments.

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

As a key member of the Veeam team, you will be responsible for the renewal of customer maintenance contracts in your assigned territory or segment, providing quotes directly to customers and/or their assigned channel partners.

Your primary objective will be to ensure the best customer experience and customer retention, with a focus on upselling customers to premium services and identifying opportunities for add-on sales of Veeam products.

Key Responsibilities:

  • Effectively manage the renewal of all contracts in your assigned territory to protect and grow Veeam maintenance revenue, as well as upsell and cross-sell Veeam products.
  • Ensure customer success and go above and beyond to ensure customer retention and satisfaction.
  • Proactively monitor the funnel of expiring agreements, execute actions in a timely manner to ensure the continuation of assigned customers on maintenance agreements.
  • Provide timely proposals and quotes as requested pursuant to terms of customer and/or partner agreements.
  • Efficiently handle customer and partner inquiries related to quotes, pricing, co-terming, up-selling, and reinstatement of maintenance contracts.
  • Positively interact and collaborate with customers, Veeam partners, and Veeam associates.
  • Identify and pursue maintenance reinstatement opportunities.
  • Assist in negotiation of maintenance agreements.
  • Achieve target quota.
  • Focus on customer retention, renewal rate, and high-velocity selling with special attention to maximizing revenue generation with our customer base.

Requirements:

  • Bachelor's Degree required (a combination of education and experience will be considered).
  • Previous product or services sales experience in software or a related industry is a plus.
  • Previous support and/or maintenance renewal sales experience is preferred.
  • Superb customer service skills are required.
  • Excellent verbal and written communications skills.
  • 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 a high number of email communications and out-bound telephone calls.
  • Experience compiling, querying, analyzing, and reporting data.
  • Proficiency with SalesForce.com is desirable.
  • Basic knowledge of virtualization industry and the ability to relay information to the partner community.

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