Customer Success Representative

2 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia Veeam 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 Customer Success Representative 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 the 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.

This position is a desk-bound role and it requires Customer Success Representatives to make phone calls, use video conferencing, emails, and other digital channels to connect with customers. The first 30 days in the role will be dedicated to onboarding and training.

Responsibilities
  • Effectively manages renewal of all contracts in assigned territory to protect and grow Veeam maintenance revenue, as well as upsell and cross sell.
  • Ensures customer success and goes above and beyond to ensure customer retention and satisfaction.
  • Proactively monitors the funnel of expiring agreements, executes actions in a timely manner to ensure the continuation of assigned customers on maintenance agreements.
  • Provides timely proposals and quotes as requested pursuant to terms of customer and/or partner agreements.
  • Efficiently handles customer and partner inquiries related to quotes, pricing, co-terming, up-selling, and reinstatement of maintenance contracts.
  • Positively interacts and collaborates with Customers, Veeam partners, and Veeam associates.
  • Identifies and pursues maintenance reinstatement opportunities.
  • Assists in negotiation of maintenance agreements.
  • Accurately records all activities on customer/partner record in Veeam's customer relationship management system (SalesForce.com).
  • Focuses on customer retention, renewal rate, and high velocity selling with special attention to maximizing revenue generation with our strategic customer base (varies depending on segment).
Qualifications
  • Bachelor's Degree required (a combination of education and experience will be considered).
  • Previous product or services sales experience in software or related industry is a plus.
  • Previous support and/or maintenance renewal sales experience is preferred.
  • Superb customer service skills are required.
  • Excellent verbal and written communications skills.
  • 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 a high number of email communications and outbound telephone calls.
  • Experience compiling, querying, analyzing, and reporting data.
  • Proficiency with SalesForce.com is desirable.
  • Basic knowledge of the virtualization industry and the ability to relay information to the partner community.
  • Language skills in English and Bahasa Malaysia, Indonesian, Thai, Vietnamese, Cantonese, and Mandarin preferred as the role requires dealing with clients in different countries.
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