Wolrdwide Renewals Sales & Customer Success Reports To: Manager, Renewals Sales The Customer Success Specialist is a hybrid role where in addition to being responsible for target attainment, customer retention rates and up/cross sell for a smaller territory, the CSS is successfully enabling and mentoring their team towards ensuring customers are achieving business value and ROI from their investment at Veeam.

Responsibilities

• Deliver customer success coaching, processes and strategy training to renewals representatives
• Use a variety of instructional methods to ensure maximum delivery effectiveness including individual or small group instruction, self-study, simulation and role play exercises
• Works to develop training content with the rest of CSS’s for renewal representative ramp up period and establish a certification process

• Proposes operations processes improvements that streamline and better CS execution • Driving revenue and contributing to the continued growth of Veeam through consistently achieving individual and team targets, renewal rates, prepaid maintenance and Production support upsells, up/cross sell

• Proactively contacting partners/end-users from the current/past/future pipeline, to renew their support contracts;
• Maintaining and nurturing a professional and close relationship with all departments internally, and externally
• Ensure thorough account management, and meticulous sfdc hygiene
• Meet and exceed all daily/monthly metrics outlined by the department
• Provide forecasting and planning on assigned accounts;
• Actively pursuing list of lapsed customers to ensure selling reinstatement of support contracts;
• Maintaining and promoting a successful and positive work environment;
• Other duties as assigned

Qualifications

• At least one (1) year renewals sales and/or renewals sales enablement, client facing customer service experience representing a high technology product or service
• Demonstrated ability to meet or exceed a sales quota.
• Demonstrated ability to innovate and execute.
• Demonstrates patience, understanding and empathy in order to effectively manage conflict and concerns
• Ability to adapt to changes in roles and responsibilities; self-starter with a passion for customer success
• Experience working with a sales team in a software or technology company, working with complex renewals offerings and in positioning the benefits of those offerings for customers.

• Experience with driving results and working on continuous improvement. • Bachelor’s Degree required (a combination of education and experience will be considered)

• Strong mentoring skills
• Strong organizational skills with the ability to effectively manage all activities, projects, requests, documentation, timelines and their business
• Ability to communicate innovative ideas and proposals for CS team improvements.
• Excellent verbal and written communications skills.
• Ability to work in a semi-autonomous and fast-paced environment.
• Must be a high-energy, motivated self-starter as well as able to motivate others to succeed, always thinking what can be done better.
• Exceptional verbal and written communications skills.
• Passionate about customer success with the drive to continually exceed goals in a fast-paced, high growth company.