Customer Success Technical Onboarding Manager (Post Sales)

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 Technical Onboarding Manager (remote working) engages directly with select customers to execute Veeam’s onboarding strategy during the critical early stages of their Veeam engagement, putting them on a path for long-term success.  This role is responsible for assessing each customer’s unique requirements, providing product how-to and best practices, and ensuring fast time to value from their Veeam investment.  The ideal candidate will be naturally collaborative, articulate, extremely organized, have a solid technical understanding of Veeam products, and motivated by maximizing customer success and outcomes. Soft skills combined with technical skills are key in this role.  

Job Description:

• Work with the customer through the onboarding phase, establishing a positive working relationship and assist with product guidance, adoption and time to value
• Serve as a knowledgeable and trusted advisor for Veeam products, resources, and training options as needed to drive use case execution
• Assist with both technical and non-technical topics related to the customer onboarding
• Advocate internally to resolve challenges that negatively impact Time to Value and/or the customer experience
• Collaborate internally with Customer Success, Sales, Professional Services and the broader cross functional groups to drive continuous improvement and a superior customer experience
• Work with Customer Success and Sales to ensure a smooth transition of onboarded customers to the next phase of their Veeam journey
• 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
• Contribute to a positive team environment of collaboration, customer empathy, and inclusion
• Travel up to 20%

Skills:

• 6+ years of relevant industry experience
• Technical understanding across Veeam technologies
• Adept at developing relationships with new customers and internal teams
• Adept at leading conversations and presentations, for both technical and non-technical topics
• Excellent verbal and written communication skills
• Has general understanding of accompanying infrastructure that works with Veeam (Servers/Storage/Networking/etc.)
• Experience working with monitoring tools and frameworks
• Experience in data life-cycle management with IT audit requirements
• Experience with virtualization technologies
• Able to work independently with limited direction in a fast-paced and unpredictable environment
• Ability to adapt to changes in roles and responsibilities
• Excellent time management skills; able to manage multiple customers simultaneously for short term Onboarding engagements.
• Demonstrates patience, understanding and empathy to effectively manage conflict and concerns
• VMCE and VMCA certification (can be completed after joining)

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