Customer Success Representative

Summary:  

Renewals Sales, Customer Success Representative for Velocity segment is responsible for managing territory renewal and expansion goals, with a focus on exceeding quotas. Key responsibilities include ensuring timely renewals, customer retention, and satisfaction, while removing obstacles and proactively managing expiring agreements. The role requires responding to inquiries related to quotes, pricing, and up-selling, as well as cold-calling lapsed customers for reactivation. Collaboration with sales and other teams is essential to drive customer retention and prepare proposals. The role also involves maintaining accurate records in Salesforce, handling inbound renewal inquiries, and pursuing opportunities for maintenance reinstatement. Additional duties include meeting KPIs, SLAs, and maintaining high customer satisfaction. 

Responsibilities:  

• Responsible for overachieving Quota tied to territory Renewal and Expansion goals 

• Effectively manages renewal and ensures growth of all contracts in assigned territory 

• Removes any obstacles to renewal and  goes above and beyond to ensure customer retention and satisfaction 

• Proactively monitors the funnel of expiring agreements, executes actions in 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 

• Cold call customers with lapsed support, with the goal to reactivate support.  

• Work cross functionally with Sales and others to ensure customer retention, prepare NSQ's  

• 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) 

• Overachieves target quota 

• Focuses on customer retention, renewal rate, and high velocity selling with special attention to maximizing revenue generation with our Velocity customer base  

• 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) 

• Impeccable Salesforce hygiene 

•  Manages inbound Renewal inquiries though different Renewals portals  

• Prioritize workload in order to meet all KPIs, goals and objectives.  

• Meet Daily/Weekly SLAs & maintain high Customer Satisfaction ratings 

• Other duties, as assigned  
   

Requirements:  

• 2+ years of Sales experience is required (any industry/vertical) 

• Renewals or Customer success experience is a plus  

• Bachelor’s Degree required (a combination of education and experience will be considered) 

• 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 high number of email communications and out-bound telephone calls 

• Experience compiling, querying, analyzing and reporting data 

• Proficiency with SalesForce.com is desirable 

• Basic knowledge of virtualization industry and the ability to relay information to the partner community 

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