Customer Success Representative, Named (Portuguese Required)

Summary:  

Renewals Sales, Customer Success Representative for Named segment is focused on exceeding renewal and expansion quotas by proactively managing an annual pipeline. Key responsibilities include reaching out to customers ahead of support expiration for technical health checks, promoting product adoption, educating on new features, and driving renewals, upgrades, and new license sales. The position involves cold calling lapsed customers, collaborating with various departments to prepare agreements, and negotiating at the CxO level. The role also includes accurate forecasting, business analysis, assisting with licensing transfers and support tickets, and providing strong support to channel partners. Maintaining impeccable records in Salesforce and meeting KPIs and customer satisfaction goals are essential aspects of the role. 

Responsibilities:  

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

• Effectively manages Annual pipeline, by reaching out to customers many months before support expiration to perform customer experience assessments and environment health checks 

• Proactive engagement with customers with the goal to educate customers of new product features, additional products, tie it to the business outcomes, close renewals and grow account by selling and closing Upgrades and New Licenses  

• Understand who the stake holders at the customer and at partner, 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 Enterprise Renewals Agreements, Special Terms, Create NSQ’s 

• Clearly communicate and sell complicated offers, internally and externally 

• Effectively negotiate Renewals offers at the CxO level  

• Accurate forecasting, business analysis and sharing insights   

• Assisting 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) 

• 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 and maintain high Customer Satisfaction ratings 

Requirements:  

• Minimum of 2+ years relevant work experience is one or more of the following: Sales, Account Management 

• Customer Success Account Management, Renewals experience is a plus 

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