Customer Success Representative at Veeam Software

Tokyo, , Japan -

Full Time

Start Date

Immediate

Expiry Date

24 Mar, 26

Salary

0.0

Posted On

24 Dec, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Success, Sales, Account Management, Coaching, Analytical Skills, Communication Skills, Organizational Skills, Salesforce.com Proficiency, Data Analysis, Negotiation, Technical Support, Customer Engagement, Forecasting, Mentorship, Problem Solving, Time Management

Industry

Software Development

Description

Veeam, the #1 global market leader in data resilience, believes businesses should control all their data whenever and wherever they need it. Veeam provides data resilience through data backup, data recovery, data portability, data security, and data intelligence. Based in Seattle, Veeam protects over 550,000 customers worldwide who trust Veeam to keep their businesses running. Join us as we move forward together, growing, learning, and making a real impact for some of the world’s biggest brands. The future of data resilience is here - go fearlessly forward with us. About the Role This role is responsible for driving renewals and expansion within an assigned territory by proactively engaging customers, managing pipeline, and ensuring strong product adoption and customer success. You will also work cross-functionally to forecast accurately, support partners, and contribute to team development through coaching and mentorship. What You’ll Do Responsible for overachieving Quota tied to territory Renewal and Expansion goals Effectively manages Annual pipeline, by reaching out to customers 9 months or more before support expiration to perform customer's technical environment health check, and proactively provide support to customers to ensure full product and feature adoption Coaches and Trains new hires on Veeam's Sales/Renewals/Customer Success methodologies Takes on the mentorship role for hires throughout their Veeam journey Forecast, analyzes data, provides insights and suggests strategies Proactive engagement with customers with the goal to educate customers of new product features, additional products, tie it to the business outcomes, close renewals and grow account by selling and closing Upgrades and New Licenses Understand 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 Enterprise Renewals Agreements, Special Terms, Create NSQ’s Clearly communicate and sell complicated offers, internally and externally Effectively negotiate Renewals offers at the CxO level · 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 What You’ll Bring Minimum of 3 years relevant work experience is one or more of the following: Sales, Account Management, Customer Success Account Management, Renewals, Account Management Ability to train, coach and guide new hires Analytical skills, advanced usage of Excel 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 Competitive compensation package Paid time off plus three global VeeaMe Days for self-care. Medical insurance for employees and dependents, including hospital, outpatient Flexible Spending Allowance for medical, dental, vision, wellness, fitness, and tech-related expenses 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. Please note that any personal data collected from you during the recruitment process will be processed in accordance with our Recruiting Privacy Notice. The Privacy Notice sets out the basis on which the personal data collected from you, or that you provide to us, will be processed by us in connection with our recruitment processes. By applying for this position, you consent to the processing of your personal data in accordance with our Recruiting Privacy Notice. By submitting your application, you acknowledge that the information provided in your job application and any supporting documents is complete and accurate to the best of your knowledge. Any misrepresentation, omission, or falsification of information may result in disqualification from consideration for employment or, if discovered after employment begins, termination of employment.

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Responsibilities

The Customer Success Representative is responsible for driving renewals and expansion within an assigned territory by engaging customers and managing the pipeline. They will also coach new hires and work cross-functionally to ensure customer success and product adoption.