Customer Success Representative, German

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

📋 Description

• Take charge of exceeding quota related to territory Renewal and Expansion objectives.

• Efficiently manage the annual pipeline by contacting customers at least 4 months prior to support expiration to conduct customer experience assessments and environment health evaluations.

• Reach out to customers with expired support to encourage the reactivation of their services.

• Collaborate across departments such as Deal Desk, Legal, and Sales to prepare Special Terms and create NSQs.

• Articulate and promote complex offerings clearly, both internally and externally.

• Generate precise forecasts, perform business analyses, and share valuable insights.

• Support customers in various ways to ensure their success, including but not limited to: Licensing Transfers (initiating license cases, guiding customers through the process, and following up for satisfactory resolution).

• Assist with Customer Support Ticket inquiries (educating customers on ticket submission processes, escalating cases as needed, and ensuring issues are resolved to customer satisfaction).

• Provide essential support to Veeam’s channel partners to successfully finalize renewals and additional licenses.

• Document all customer and partner interactions in Veeam's CRM system (SalesForce.com).

• Maintain impeccable data hygiene in Salesforce.

• Manage incoming Renewal inquiries through various Renewals portals.

• Organize tasks to meet all KPIs, goals, and objectives effectively.

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

• Surpass target quotas.

• Emphasize customer retention, renewal rates, and high-velocity sales with a focus on maximizing revenue generation within our Velocity customer segment.

⛳️ Requirements

• Bachelor’s Degree is required (a combination of education and experience may be accepted).

• Proficient 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.

• Proven history of exceeding quotas and KPIs.

• Experience in providing consulting or support for large-scale, enterprise-level accounts with complex technical configurations and high transaction loads.

• Ability to effectively lead initiatives to address intricate customer requests and escalations within a cross-functional team.

• Strong communication skills with the ability to influence and communicate effectively at all organizational levels, including executive management.

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

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

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

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

• Proficiency in SalesForce.com is a plus.

🏝️ 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, rehabilitation, and vaccinations.

• 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 complimentary therapy sessions each year, along with legal and financial advice.

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