Customer Success – Architect-Public Cloud & Veeam Data Cloud Vault

Customer Success – Architect-Public Cloud & Veeam Data Cloud Vault

Requirements

• Proven track record of overachievement on customer satisfaction, KPIs, and overall metrics.
• Experience and knowledge with public cloud services (i.e., AWS, Azure, GCP).
• Experience with protocols such as S3, TCP, UDP, SSL etc.
• Hands-on experience with public cloud object storage services and policies (i.e., AWS S3, AWS IAM policies, Azure Blob, GCP storage).
• Understanding of AWS VPC configuration, including VPN connections, NAT gateways, Endpoints and peering.
• Understanding of Backup and Disaster Recovery solutions in Cloud, best practices and principles
• Experience with migration patterns from on-premises to Cloud
• Industry-based experience in storage technologies
• Experience compiling, querying, analyzing, and reporting data.
• 6+ years of related customer-facing experience in technical consulting, technical escalation, technical Support, Customer Success, and/or technical account management.
• High level of business acumen and experience working customers of all business and knowledge levels.
• Ability to manage multiple customer accounts and projects simultaneously.
• Willingness to travel up to 20%.

Responsibilities

• Overachieve high customer satisfaction objectives.
• Build strong working and strategic relationships with clients, acting as a knowledgeable and trusted advisor for current product offerings as well as future expansion opportunities.
• Perform monthly success planning activities that encompass product benefits matched to customers’ priorities.
• Demonstrate product features with proactive customer engagements; the goal is to educate the customer on new product features, additional product updates, tie them to business outcomes, and grow the account by selling additional products within the portfolio.
• Understand who the stakeholders are with the customer, what matters to them, and align business goals to product capabilities.
• Work cross-functionally with sales, pre-sales engineering, product management, and others to ensure a consistent and well-thought-out plan for product adoption, retention, and high customer satisfaction.
• Clearly communicate and sell product capabilities and benefits.
• Effectively create value for customers to ensure a seamless renewal at contract expiration.
• Maintain accurate and timely records of all activities of customers in Veeam’s customer relationship management system (SalesForce.com).
• Manage customer inquiries through various Veeam portals.
• Prioritize workload to meet all KPIs, goals, and objectives.
• Help host 1-to-many training and Q&A sessions both in person and via webinars.
• Other duties, as assigned.

Preferred Qualifications

• Spanish or Portuguese (preferred not required)