Renewals/Customer Success Representative, Inside

Summary:  

Renewals Sales/Customer Success representative focused on the Inside segment is responsible for exceeding quotas related to territory renewal and expansion. Key duties include managing an annual pipeline, conducting customer assessments, reactivating lapsed support, and collaborating cross-functionally with teams like Deal Desk, Legal, and Sales. The position involves assisting customers with licensing and support ticket issues, supporting channel partners in renewals, and maintaining accurate records in Salesforce. Additionally, the role requires meeting KPIs, SLAs, and ensuring high customer satisfaction. 

Responsibilities:  

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

• Effectively manages Annual pipeline, by reaching out to customers 4 months (or more) before support expiration to perform customer experience assessments and environment health checks 

• Understands 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 Special Terms, Create NSQ’s 

• Clearly communicate and sell complicated offers, internally and externally 

• 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 resultion)  

• 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 

• Other duties as assigned  

Requirements:  

• Minimum of 3-5 years relevant work experience is one or more of the following: Sales, Account Management 

• Customer Success Account Management, Renewals 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 

• Experience compiling, querying, analyzing and reporting data 

• Proficiency with SalesForce.com  

• Understanding of the technology