Customer Success Renewals Lead, Enterprise/Named (Italian speaker) - fixed term

About the Role

The Customer Success Renewals Lead, Enterprise/Named  is responsible for the renewal of customer maintenance contracts in their assigned territory/segment; this includes providing quotes directly to customers and/or their assigned channel partners.  The  Customer Success Renewals Lead, Enterprise/Named  responsible for ensuring the best customer experience as well as customer retention, with the customer success being number one objective. The Customer Success Renewals Lead, Enterprise/Named  is also responsible for upselling customers to premium services and for identifying opportunities for add-on sales of Veeam products. This position is focused on driving revenue bookings and overachieving quotas through retaining customers.

What You’ll Do

Responsible for overachieving Quota tied to territory Renewal and Expansion goals

Effectively manages Annual pipeline, by reaching out to customers 9 months or more before support expiration to perform customer's technical environment health check, and proactively provide support to customers to ensure full product and feature adoption

Coaches and Trains new hires on Veeam's Sales/Renewals/Customer Success methodologies

Takes on the mentorship role for hires throughout their Veeam journey

Forecast, analyzes data, provides insights and suggests strategies

Proactive engagement with customers with the goal to educate customers of new product features, additional products, tie it to the business outcomes, close renewals and grow account by selling and closing Upgrades and New Licenses

Understand who the stake holders at the customer and at partner, what matters to them, and work backwards.

Cold call customers with lapsed support, with the goal to reactivate support.

Work cross functionally with Deal Desk, Legal Department, Sales and others to prepare Enterprise Renewals Agreements, Special Terms, Create NSQ’s

Clearly communicate and sell complicated offers, internally and externally

Effectively negotiate Renewals offers at the CxO level

Accurate forecasting, business analysis and sharing insights

Assisting customers with whatever is needed to ensure customer success, including but not limited to:

o Licensing Transfers (opening license cases, walking customer through the process, following up to ensure satisfactory resultion)

o Customer Support Ticket Assistance (Educating customers on how to open support tickets, Escalate support cases through prescribed processes, follow up to ensure support ticket is resolved to customer satisfaction)

Ensure appropriate support to Veeam’s channel partners, to successfully close renewal and additional licenses

Accurate and timely records all activities on customer/partner record in Veeam's customer relationship management system (SalesForce.com)

Impeccable Salesforce hygiene

Manages inbound Renewal inquiries though different Renewals portals

Prioritize workload in order to meet all KPIs, goals and objectives.

Meet Daily/Weekly SLAs and maintain high Customer Satisfaction ratings

What You’ll Bring

Minimum of 3 years relevant work experience is one or more of the following: Sales, Account Management, Customer Success Account Management, Renewals, Account Management

English & Italian Advanced level

Ability to train, coach and guide new hires

Analytical skills, advanced usage of Excel

Proven track record of overachievement of quota and KPIs

Experienced with providing consulting or support to large scale, enterprise level accounts with technically complex configurations and high volumes of transactions/load

Ability to effectively lead efforts to handle complex customer requests and escalations within a multi-functional team

Good communication skills with demonstrated ability to effectively communicate and influence at all levels of an organization, including executive level

Exceptional organizational skills with the proven ability to prioritize and multi-task to meet deadlines and quotas

Ability to work in a semi-autonomous and fast-paced environment

High-energy, motivated self-starter prepared to handle high number of email communications and out-bound telephone calls

Experience compiling, querying, analyzing and reporting data

Proficiency with SalesForce.com

Understanding of the technology

What You’ll Get

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

Private health, dental, and vision insurance for employees and dependents, including outpatient care, hospitalization, pregnancy monitoring, and psychology 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, plus vision reimbursement

Free access to Bookster library platform for borrowing your favorite books for free

Opportunities to learn and grow through on-demand libraries (LinkedIn Learning, O’Reilly), mentoring, workshops and learning events like our annual Global Day of Learning

Please note: If an applicant is permanently located outside of Romania, Veeam reserves the right to decline the application for this position.

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