Customer Success Representative, Inside Com (German speaker)

Veeam is the Data and AI Trust Company, specializing in helping organizations ensure their data and AI are fully understood, secured, and resilient to enable the acceleration of safe AI at scale. As the market leader in both data resilience and data security posture management, Veeam is built for the convergence of identity, data, security, and AI risk. Headquartered in Seattle with offices in more than 30 countries, Veeam protects over 550,000 customers worldwide, who trust Veeam to keep their businesses running. Join us as we go fearlessly forward together, growing, learning, and making a real impact for some of the world’s biggest brands.

About the Role

The Customer Success Representative (Com Accounts) is responsible for the renewal of customer maintenance contracts in their assigned territory/segment; this includes providing quotes directly to customers and/or their assigned channel partners. The Customer Success Representative is responsible for ensuring the best customer experience as well as customer retention, with the customer success being number one objective. The Customer Success Representative is also responsible for upselling customers to premium services and for identifying opportunities for add-on sales of Veeam products. This position is focused on driving revenue bookings and overachieving quotas through retaining customers.

What You’ll Do

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

What You’ll Bring

Bachelor’s Degree required (a combination of education and experience will be considered)

English Advanced

German 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

What You’ll Get

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

Please note: If an applicant is permanently located outside of Romania, Veeam reserves the right to decline the application for this position.

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Veeam Software is an equal opportunity employer and does not tolerate discrimination in any form on the basis of race, color, religion, gender, age, national origin, citizenship, disability, veteran status or any other classification protected by federal, state or local law. All your information will be kept confidential.

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