Customer Success Representative, Commercial

About the Role

The Customer Success Representative (Commercial 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

• 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: Licensing Transfers (opening license cases, walking customer through the process, following up to ensure satisfactory resolution) 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