Customer Success Representative

Customer Success Representative

Requirements

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

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

Preferred Qualifications

• Renewals or Customer success experience is a plus
• Proficiency with SalesForce.com is desirable
• Basic knowledge of virtualization industry and the ability to relay information to the partner community