Customer Success Renewals Representative

This is a fully remote position, open to applicants in Poland.

📋 Description

• Take charge of exceeding the Quota associated with territory Renewal and Expansion objectives.

• Proactively manage the annual pipeline by reaching out to customers at least 4 months prior to support expiration to conduct customer experience evaluations and environment health checks.

• Engage in cold calls with customers who have lapsed support, aiming to reactivate their services.

• Collaborate cross-departmentally with Deal Desk, Legal Department, Sales, and other teams to prepare Special Terms and create NSQs.

• Clearly articulate and sell complex offers both internally and externally.

• Generate precise forecasts, conduct business analysis, and share valuable insights.

• Provide comprehensive assistance to customers to ensure their success, which may include:

• o Licensing Transfers

• o Customer Support Ticket Assistance

• Deliver appropriate support to Veeam’s channel partners to facilitate the successful closure of renewals and additional licenses.

• Log all customer and partner interactions in Veeam's customer relationship management system (SalesForce.com).

• Maintain meticulous Salesforce hygiene.

• Handle inbound Renewal inquiries through various Renewals portals.

• Prioritize tasks to meet all KPIs, goals, and objectives.

• Achieve Daily/Weekly SLAs while sustaining high Customer Satisfaction ratings.

• Surpass target quotas.

• Emphasize customer retention, renewal rates, and high-velocity selling, focusing on maximizing revenue generation within our Velocity customer base.

⛳️ Requirements

• Bachelor’s Degree required (consideration will be given to a combination of education and experience).

• Proficiency in both English and German at an advanced level.

• Relevant experience in one or more of the following areas: Sales, Account Management, Customer Success Account Management, Renewals, Account Management.

• Demonstrated history of surpassing quotas and KPIs.

• Experience in providing consulting or support to large-scale, enterprise-level accounts with technically complex configurations and high transaction volumes.

• Ability to effectively lead initiatives to manage complex customer inquiries and escalations within a multi-functional team.

• Strong communication skills with a proven ability to effectively convey information and influence individuals at all levels of an organization, including executives.

• Exceptional organizational skills with a proven capability to prioritize and manage multiple tasks to meet deadlines and quotas.

• Ability to thrive in a semi-autonomous and fast-paced environment.

• Energetic, motivated self-starter ready to manage a high volume of email communication and outbound calls.

• Experience in compiling, querying, analyzing, and reporting data.

• Familiarity with SalesForce.com is considered an advantage.

🏝️ Benefits

• 26 paid days off per year, in addition to 4 extra global VeeaMe Days for self-care and 24 paid volunteer hours annually through Veeam Cares.

• Paid parental, maternity, and paternity leave.

• Comprehensive family medical plan, including dental, rehab, and vaccinations, fully covered.

• Life, critical illness, and disability insurance.

• Employer pension contribution via PPK.

• Monthly Edenred allowance of 450 PLN for meals.

• Fully covered MultiSport card by Veeam, providing access to sports facilities nationwide.

• Up to 12 free therapy sessions each year, along with legal and financial advice.

• Opportunities for personal development and growth through on-demand libraries (LinkedIn Learning, O’Reilly), mentoring, workshops, and learning events such as our annual Global Day of Learning.