Customer Success Manager

1 week ago

Kuala Lumpur, Kuala Lumpur, Malaysia Veeam Software Full time

Veeam, the #1 global market leader in data protection and ransomware recovery, is on a mission to empower every organization to not just bounce back from a data outage or loss but bounce forward.

With Veeam, organizations achieve radical resilience through data security, data recovery, and data freedom for their hybrid cloud.

The Veeam Data Platform delivers a single solution for cloud, virtual, physical, SaaS, and Kubernetes environments that gives IT and security leaders peace of mind that their apps
and data are protected and always available.


Headquartered in Seattle with offices in more than 30 countries, Veeam protects over 450,000 customers worldwide, including 74% of the Global 2000, who trust Veeam to keep their businesses running.


The Veeam Data Cloud Technical CSM is a high-touch, customer advocate responsible for ensuring strategic Veeam customers are successful leveraging Veeam solutions that help drive higher renewal rates, additional upsell/cross-sell opportunities for the sales organization and increased number of references and/or case studies.


Responsibilities:

  • Work with the customer through the onboarding phase, ensuring a timely and successful installation.
  • 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.
  • Conduct proactive customer/account health checks and escalate matters as needed
  • Collaborate internally with sales and broader cross functional groups to drive continuous improvement and a superior customer experience
  • Work closely with the Renewals team to help drive high renewal rates.
  • Ensure that all Veeam team activities that touch the customer are in alignment with the customer's business objectives and use cases so the full potential of their Veeam solution can be realized.
  • Act as an escalation liaison between the customer, Veeam Technical Support, and Product Development to help resolve technical issues blocking product adoption. Provide feedback to Product Management on key features or product limitations that are inhibiting usage and growth.
  • Help collaborate and build out documentation for team processes.
  • Contribute to a positive, innovative, adaptable, and growth minded work culture
  • Proactively identify areas of potential customer risk and build action plans to help remediate
  • Work with customers and Veeam Employees from a remote office location.
  • Traveling up to 20% of working time.

Requirements:

  • Prior customer success related work experience is required
  • Experience developing and communicating new ideas and proposals for Customer Success team improvements
  • SaaS experience in a technical capacity
  • Demonstrates patience, understanding and empathy in order to effectively manage conflict and concerns
  • Ability to adapt to changes in roles and responsibilities
  • Self starter with a passion for customer success
  • Experience gathering and analyzing customer success metrics including current usage and key growth stats
  • Strong business acumen with experience in leading projects in a methodical and goaloriented manner
  • Understands Cloud and Hyperscaler technologies, SaaS offerings, and Microsoft 36
  • Has general understanding of accompanying infrastructure that works with Veeam (Servers/Storage/Networking/etc.)
  • Has technical acumen to understand and connect the customers business goals with our product abilities
  • Effective communicator and presenter
- both in person and over digital platforms

  • Passionate, Curious, Resourceful


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.

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