Renewals/Customer Success Representative – Inside
| Company | Veeam Software |
|---|---|
| Location | Alpharetta, GA, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Junior, Mid Level |
Requirements
- Minimum of 2+ years relevant work experience is one or more of the following: Sales, Account Management
- Customer Success Account Management, Renewals experience is a plus
- Proven track record of overachievement of quota and KPIs
- 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
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:
- Licensing Transfers (opening license cases, walking customer through the process, following up to ensure satisfactory resultion)
- 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
Preferred Qualifications
- Customer Success Account Management, Renewals experience is a plus