Enterprise Customer Advocate

5 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia Veeam Software Full time
About This Opportunity

Veeam Software is a leading provider of data protection and ransomware recovery solutions. We are seeking a highly motivated and results-driven Customer Success Representative to join our team.

In this role, you will be responsible for ensuring customer satisfaction and driving revenue growth by overachieving quota tied to territory Renewal and Expansion goals.

Your Key Responsibilities:

  • 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.
  • Understand who the stakeholders at the customer and at partner are, 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 Special Terms, Create NSQ's.
  • Clearly communicate and sell complicated offers, internally and externally.
  • Accurate forecasting, 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.
  • 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.
  • Focuses on customer retention, renewal rate, and high velocity selling with special attention to maximizing revenue generation with our Velocity customer base.

Requirements:

  • Minimum of 1-3 years relevant work experience in one or more of the following: Sales, Account Management, Customer Success Account Management, Renewals.
  • Proven track record of overachievement of quota and KPIs.
  • 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 a high number of email communications and outbound telephone calls.
  • Experience compiling, querying, analyzing, and reporting data.
  • Proficiency with SalesForce.com.

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