Customer Success Renewals Representative, Commercial
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Job Description
Customer Success Representative managing renewal contracts and customer retention through upselling services. Collaborating with partners and teams to achieve quotas and enhance customer experience.
Responsibilities:
- 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
Requirements:
- Bachelor’s Degree required (a combination of education and experience will be considered)
- English 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
Benefits:
- 21 annual vacation days, additional days based on tenure, plus 4 extra global VeeaMe Days for self-care and 24 paid volunteer hours annually through Veeam Cares
- Private health, dental, and vision insurance for employees and dependents, including outpatient care, hospitalization, pregnancy monitoring, and psychology support
- Monthly lifestyle and daily meal benefits: 40 RON/day via Edenred and 600 RON/month through a flexible cafeteria platform
- Life insurance (2× annual gross salary), critical illness, and disability coverage, plus vision reimbursement
- Free access to Bookster library platform for borrowing your favorite books for free
- 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
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