Veeam Software - Customer Success Renewals Representative with German
Requirements
• 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 • Proficiency with SalesForce.com • What You’ll Get • 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. • Please note: • #LI-MP1
Responsibilities
• 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
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