Customer Success Renewals Representative, Commercial

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

📋 Description

• Accountable for exceeding quotas associated with territory renewal and expansion objectives.

• Efficiently manages the annual pipeline by contacting customers at least four months prior to support expiration to conduct customer experience assessments and environment health checks.

• Identifies key stakeholders at both customer and partner levels, understanding their priorities and working backwards from those needs.

• Initiates cold calls to customers with lapsed support, aiming to reactivate their support services.

• Collaborates across various functions including Deal Desk, Legal Department, Sales, and others to prepare special terms and create NSQs.

• Clearly articulates and sells complex offers both internally and externally.

• Conducts accurate forecasting, business analysis, and shares insightful findings.

• Assists customers with various needs to ensure their success, which includes:

• Licensing Transfers (opening license cases, guiding customers through the process, and following up to ensure satisfactory resolution).

• Customer Support Ticket Assistance (educating customers on how to open support tickets, escalating support cases through prescribed processes, and following up to ensure resolution to customer satisfaction).

• Provides necessary support to Veeam’s channel partners to successfully close renewals and additional licenses.

• Maintains accurate and timely records of all activities on customer/partner accounts in Veeam's customer relationship management system (SalesForce.com).

• Ensures impeccable Salesforce hygiene.

• Manages inbound renewal inquiries through various renewals portals.

• Prioritizes workload to meet all KPIs, goals, and objectives.

• Achieves daily/weekly SLAs while maintaining high customer satisfaction ratings.

• Consistently exceeds target quotas.

• Concentrates on customer retention, renewal rates, and high-velocity selling with a focus on maximizing revenue generation within our Velocity customer base.

• Provides adequate support to Veeam’s channel partners for successful renewal and additional license closures.

• Maintains accurate and timely records of all activities on customer/partner accounts in Veeam's customer relationship management system (SalesForce.com).

• Ensures impeccable Salesforce hygiene.

• Manages inbound renewal inquiries through various renewals portals.

• Prioritizes workload to meet all KPIs, goals, and objectives.

• Achieves daily/weekly SLAs while ensuring high customer satisfaction ratings.

⛳️ Requirements

• A Bachelor’s Degree is required (a combination of education and experience will be taken into account).

• Advanced proficiency in English.

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

• Demonstrated history of exceeding quotas and KPIs.

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

• Proven ability to lead efforts addressing complex customer requests and escalations within a multi-functional team environment.

• Strong communication skills with a demonstrated ability to effectively convey information and influence at all organizational levels, including executives.

• Exceptional organizational abilities with proven skills in prioritization and multitasking to meet deadlines and quotas.

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

• High-energy, motivated self-starter ready to manage a significant volume of email communications and outbound phone calls.

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

• Proficiency in SalesForce.com.

• Understanding of technology.

🏝️ Benefits

• 21 annual vacation days, additional days based on tenure, plus 4 extra global VeeaMe Days for self-care and 24 paid volunteer hours annually through Veeam Cares.

• Comprehensive health, dental, and vision insurance for employees and their dependents, covering outpatient care, hospitalization, pregnancy monitoring, and psychological support.

• Monthly lifestyle and daily meal benefits: 40 RON/day via Edenred and 600 RON/month through a flexible cafeteria platform.

• Life insurance (2× annual gross salary), critical illness, and disability coverage, along with vision reimbursement.

• Free access to the Bookster library platform for borrowing your favorite books at no cost.

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