Enterprise Customer Success Manager for France

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 Veeam Enterprise Customer Success Manager is a high-touch, customer advocate responsible for ensuring strategic Veeam customers are successful leveraging Veeam solutions that help drive higher renewal rates, additional upsell/cross-sell opportunities for the sales organization and increased number of references and/or case studies.  

Responsibilities:   

• Work with the customer through the onboarding phase, ensuring a timely and successful installation.  
• Build strong working and strategic relationships with clients, acting as a knowledgeable and trusted advisor for current product offerings as well as future expansion opportunities.  
• Conduct proactive customer/account health checks and escalate matters as required  
• Help drive new case studies and references with assigned customers.  
• Collaborate internally with sales and broader cross functional groups to drive continuous improvement and a superior customer experience  
• Work closely with the Renewals team to help drive high renewal rates.  
• Ensure that all Veeam team activities that touch the customer are in alignment with the customer's business objectives and use cases so the full potential of their Veeam solution can be realized.  
• Act as an escalation liaison between the customer, Veeam Technical Support, and Product Development to help resolve technical issues blocking product adoption.  
• Provide feedback to Product Management on key features or product limitations that are inhibiting usage and growth.  
• Help collaborate and build out documentation for team processes.   
• Contribute to a positive, innovative, adaptable, and growth minded work culture  
• Proactively identify areas of potential customer risk and build action plans to help remediate  
• Work with customers and Veeam Employees from a remote office location.  
• Traveling up to 20% of working time.  

Requirements: 

• Prior customer success related work experience is required  
• Proficiency in English & French
• Experience developing and communicating new ideas and proposals for Customer Success team improvements                                                          
• Project management experience  
• Demonstrates patience, understanding and empathy in order to effectively manage conflict and concerns  
• Ability to adapt to changes in roles and responsibilities  
• Self starter with a passion for customer success  
• Experience gathering and analyzing customer success metrics including current usage and key growth stats                                                                   
• Strong business acumen with experience in leading projects in a methodical and goal-oriented manner  
• Understands Cloud and Hyperscaler technologies, SaaS offerings, and Microsoft 365  
• Has general understanding of accompanying infrastructure that works with Veeam (Servers/Storage/Networking/etc.)  

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