Customer Success Representative

2 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia Veeam Full time
Customer Success Representative - Hong Kong

Date of publication: 20 March 2025

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.

Responsibilities:
  • 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
  • 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 stakeholders are 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 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
  • Accurate and timely records all activities on customer/partner record in Veeam's customer relationship management system (SalesForce.com)
  • Manages inbound Renewal inquiries through different Renewals portals
  • Prioritize workload in order to meet all KPIs, goals and objectives.
  • Meet Daily/Weekly SLAs and maintain high Customer Satisfaction ratings
Skills:
  • Minimum of 2 years 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

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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