Senior Customer Success Representative, Germany

The Senior Customer Success Representative, Strategic accounts, Germany is a high-touch, customer advocate responsible for ensuring strategic Veeam customers are successfully leveraging Veeam' solutions that help drive higher renewal rates, additional upsell/cross-sell opportunities for the sales organization, and an increased number of references and/or case studies.

Responsibilities

• Work with the customer through the onboarding phase, ensuring a timely and successful installation

• Build strong working and strategic relationships with clients, acting as a knowledgeable and trusted advisor for current product offerings as well as future expansion opportunities

• Conduct proactive customer/account health checks and escalate matters as required

• Help drive new case studies and references with assigned customers

• Work closely with the Renewals team to help drive high renewal rates

• Ensure that all Veeam team activities that touch the customer are in alignment with the customer's business objectives and use cases so the full potential of their Veeam solution can be realized

• Act as an escalation liaison between the customer, Veeam Technical Support, and Product Development to help resolve technical issues blocking product adoption

• Provide feedback to the Product Management team on key features or product limitations that are inhibiting usage and growth

• Ensure clear and consistent collaboration and communication with the customer's Veeam Partner

#LI-AA2

Requirements

• Proven relevant work experience

• Fluency in German

• Experience in developing and communicating new ideas and proposals for Customer Success team improvements

• Experience working in a post-sales Customers Success role

• Project management experience

• Demonstrated 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 gathering and analyzing customer success metrics including current usage and key growth stats

• Understanding virtualization technologies such as VMware and Hyper-V