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Senior Operations Specialist - Commerce Strategy

San Jose, Costa Rica

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.

We are seeking a Senior Operations Specialist to support our commerce strategy programs and enablement initiatives. In this role, you will lead and optimize the global operations of Veeam’s customer and channel programs, ensuring scalability, operational excellence, and superior customer and partner experiences. You will own the support and continuous improvement of program and transaction platforms, delivering education, training, and high-touch support to both internal teams and external customers & partners. Your expertise will enable seamless adoption of Veeam programs and maximize stakeholder satisfaction. Champion continuous operational advancements, anticipating and responding to the evolving demands of our dynamic global business. 

 

Responsibilities: 

  • Lead and Optimize Channel Program Operations: Own the global support, continuous improvement, and scalability of program and transaction platforms.
  • Deliver education, training, and high-touch support to both internal teams and external customers/partners, ensuring seamless adoption and maximizing customer satisfaction. 
  • Champion Customer & Partner Success: Serve as a trusted advisor and key escalation point for customers, partners, and internal teams, proactively identifying and resolving operational and transactional challenges. 
  • Drive Policy Evolution and Stakeholder Enablement: Collaborate with the program owners on the rollout of program policy refinements, new capabilities, and platform enhancements. Develop and deliver enablement initiatives that ensure all internal and external stakeholders are aligned, empowered, and equipped to drive adoption and program success. Demonstrate adaptability and a growth mindset, prioritizing initiatives in alignment with leadership strategy and evolving business needs. 
  • Ensure Operational Excellence and Accountability: Oversee and resolve a broad range of business issues—from customer experience and onboarding, complex licensing, monthly consumption reporting, order processing, account consolidation, and compensation. Establish clear accountability mechanisms for timely issue resolution. 
  • Foster Cross-Functional Collaboration: Cultivate strong partnerships across internal groups and collaborate cross-functionally with Sales, Customer Success, Finance, Legal, IT, and Operations to develop and implement policy refinements, new capabilities, program rules, and enablement initiatives. 
  • Escalate and Resolve Account Issues: Proactively address and resolve account issues through structured escalation, diligent follow-up, and a relentless focus on customer/partner satisfaction and business results; leveraging collaborative problem-solving to rapidly resolve challenges, drive process optimization, and ensure the best outcomes for Veeam and its customers. 
  • Develop and Drive Metrics: Work with program leadership to define, monitor, and continuously improve operational and program metrics to inform decision-making, highlight achievements, and identify opportunities for further improvement. 
  • Innovate and Adapt: Embrace a growth mindset by identifying and leading additional initiatives aligned with the global channel strategy, supporting Veeam’s rapid expansion and commitment to excellence. 

 

Requirements:  

  • Excellent communication (oral & written) & collaboration skills.  
  • Developing a basic knowledge of virtualization-related subjects and Veeam Software products and link these features to the benefits they provide to our customers. 
  • Ability to work independently in a fast-paced environment, must be a high-energy, motivated self-starter. 
  • Ability to adopt the most effective engagement style when working with a wide range of internal and external stakeholders, SMEs, employees and leadership at all levels. 
  • Ability to anticipate and mitigate challenges related to cultural differences, language barriers, and market-specific needs. 
  • Exceptional organization and project management skills with the ability to manage many projects & tasks simultaneously and meet deadlines. 
  • Proficient/Advanced user of salesforce.com, excel and PowerPoint.  
  • Responsible and stress resistant.     

 

Benefits Include:

  • Medical, dental, and vision through INS. Premium cost for employee and dependent coverage is fully funded by Veeam 
  • Life insurance and disability coverage 
  • Two weeks paid time off along with company paid holidays 
  • Veeam Care Days – additional 24 hours for your volunteering activities. 
  • Cafeteria subsidy 
  • 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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