Scaled Customer Success Manager
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Customer Success Representative
Veeam Software
full-time
Posted on:
Location: 🇺🇸 United States
Visit company websiteJob Level
JuniorMid-Level
Tech Stack
SFDC
About the role
- Responsible for overachieving Quota tied to territory Renewal and Expansion goals
- Effectively manages renewal and ensures growth of all contracts in assigned territory
- Removes any obstacles to renewal and goes above and beyond to ensure customer retention and satisfaction
- Proactively monitors the funnel of expiring agreements and executes timely actions to ensure continuation of customers on maintenance agreements
- Provides timely proposals and quotes pursuant to customer and/or partner agreements
- Handles customer and partner inquiries related to quotes, pricing, co-terming, up-selling and reinstatement of maintenance contracts
- Cold calls customers with lapsed support to reactivate support
- Works cross-functionally with Sales and others to ensure customer retention and prepare NSQ's
- Interacts and collaborates with customers, Veeam partners, and Veeam associates
- Identifies and pursues maintenance reinstatement opportunities
- Assists in negotiation of maintenance agreements
- Accurately records all activities on customer/partner records in Veeam's CRM (SalesForce.com)
- Overachieves target quota and focuses on customer retention, renewal rate, and high-velocity selling for Velocity customers
- Ensures appropriate support to Veeam’s channel partners to close renewals and additional licenses
- Maintains impeccable Salesforce hygiene
- Manages inbound Renewal inquiries through different Renewals portals
- Prioritizes workload to meet KPIs, goals, and objectives
- Meets Daily/Weekly SLAs and maintains high Customer Satisfaction ratings
- Performs other duties, as assigned
Requirements
- 2+ years of Sales experience is required (any industry/vertical)
- Renewals or Customer success experience is a plus
- Bachelor’s Degree required (a combination of education and experience will be considered)
- 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 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
