Customer Success Account Manager (UK&I)
Veeam, the #1 global market leader in data resilience, believes businesses should control all their data whenever and wherever they need it. Veeam provides data resilience through data backup, data recovery, data portability, data security, and data intelligence. Based in Seattle, Veeam protects over 550,000 customers worldwide who trust Veeam to keep their businesses running. Join us as we move forward together, growing, learning, and making a real impact for some of the world’s biggest brands. The future of data resilience is here - go fearlessly forward with us.
The Customer Success Account Manager is responsible for driving successful renewals and ensuring ongoing customer satisfaction within their assigned territory or segment. This role focuses on managing relationships with top accounts, proactively engaging with customers to understand their business needs, and advocating for their success with Veeam solutions.
The Customer Success Account Manager leads customer success initiatives, supports adoption and utilization of Veeam products, and identifies opportunities for upselling to premium services and expanding Veeam’s footprint through add-on solutions. By acting as a trusted advisor, the Customer Success Account Manager is dedicated to maximizing customer retention, driving long-term value, and achieving revenue targets through strategic account management and customer-centric engagement.
Your tasks will include:
- Responsible for overachieving Quota tied to territory Renewal and Expansion goals
- Proactively engage the install base with the intention of helping customer use the product
- Make recommendations (with the help of your internal technical resource) of advanced features and console settings based on end user objectives and priorities.
- Help set expectations and navigate tech support
- Schedule configuration reviews to ensure they are configured optimally
- Understand who the stake holders at the customer and at partner, develop foundational relationships, find out what matters to them, and work backwards with the goal to make customer successful
- Effectively communicate the value of Veeam to CxO level
- Gather information on the business and IT objectives for customer organizations, identifies customer needs, and creates a Account Management Success Plans (AMSP's) to support outcomes that are specific to the customer and common to the industry using partnerships with other account team leaders
- Presents the strategic business and technical need for change plans
- Creates opportunities for support contract renewals, partners with sellers lead to upsell
- Accurate and timely records all activities on customer/partner record in Veeam's customer relationship management system (SalesForce.com)
- Impeccable Salesforce hygiene
- Prioritize workload in order to meet all KPIs, goals and objectives.
- Meet Daily/Weekly SLAs and maintain high Customer Satisfaction rating
- Other duties, as assigned
What we expect from you:
- Bachelor’s Degree required (a combination of education and experience will be considered)
- English Advanced
- Relevant work experience is one or more of the following: Sales, Account Management, Customer Success Account Management, Renewals, Account Management
- Ability to connect business to technology
- Speaks to necessary technology, solutions, and services for specific customer scenarios
- 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
We offer:
- Private medical insurance for you, one adult dependent, and your children
- Meal tickets
- Private pension plan
- Life insurance
- Vision reimbursement
- Annual leave and additional vacation days based on tenure
- Cafeteria Benefit Plan where you will be able to flexibly customize your benefits package based on your budget and personal needs
- Veeam Care Days – additional 24 hours for your volunteering activities
- Professional training and education, including courses and workshops, internal meetups, and unlimited access to our online learning platforms (Percipio, Athena, O’Reilly) and mentoring through our MentorLab program
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