Customer Success Renewals Representative, Velocity

Veeam Software•Alpharetta, GA

About The Position

The Customer Success Renewals Representative for Veeam’s Velocity segment manages territory renewal and expansion goals, with a focus on exceeding quotas. The role supports customer retention and satisfaction by managing renewals, monitoring expiring agreements, addressing renewal obstacles, and pursuing maintenance reinstatements. It handles customer and partner inquiries, prepares proposals and quotes, and works with sales and other teams to support renewals and additional license sales. The representative also maintains accurate activity records in Salesforce, manages inbound renewal inquiries, and meets performance goals, service-level agreements, and customer satisfaction expectations.

Requirements

At least 2 years of sales experience in any industry or vertical.
Bachelor’s degree required; a combination of education and experience will be considered.
Strong customer service skills.
Excellent verbal and written communication skills.
Exceptional organizational skills and the ability to prioritize and multitask to meet deadlines and quotas.
Ability to work in a semi-autonomous, fast-paced environment.
High-energy, motivated self-starter able to handle a high volume of email communications and outbound telephone calls.
Experience compiling, querying, analyzing, and reporting data.

Nice To Haves

Renewals or customer success experience.
Proficiency with Salesforce.com.
Basic knowledge of the virtualization industry and ability to relay information to the partner community.

Responsibilities

Exceed territory renewal and expansion quotas.
Manage renewals and grow contracts in the assigned territory.
Remove renewal obstacles and take steps to maintain customer retention and satisfaction.
Monitor expiring agreements and act promptly to continue customers on maintenance agreements.
Prepare and provide timely proposals and quotes in accordance with customer and partner agreement terms.
Handle customer and partner inquiries about quotes, pricing, co-terming, upselling, and maintenance reinstatements.
Cold-call customers with lapsed support to reactivate their support.
Collaborate cross-functionally with Sales and other teams to support customer retention and prepare NSQs.
Work with customers, Veeam partners, and Veeam associates in a positive and collaborative manner.
Identify and pursue maintenance reinstatement opportunities and assist in negotiating maintenance agreements.
Provide appropriate support to channel partners to help close renewals and additional licenses.
Record activities accurately and promptly in Salesforce and maintain strong Salesforce data hygiene.
Manage inbound renewal inquiries through different renewals portals.
Prioritize workload to meet KPIs, goals, objectives, and daily and weekly SLAs while maintaining high customer satisfaction.
Focus on customer retention, renewal rates, and high-velocity selling to maximize revenue from the Velocity customer base.

Benefits

Unlimited paid time off.
12 paid holidays, including 4 global VeeaMe Days for self-care.
24 paid volunteer hours annually through Veeam Cares.
Paid parental leave: 8 weeks for all parents and 16 weeks for birthing parents.
Medical, dental, and vision coverage starting on the first day.
Mental health support, therapy sessions, and digital wellness tools through the Employee Assistance Program.
401(k) retirement plan with company matching contributions.
Fertility, adoption, and surrogacy support through Maven.
24/7 virtual veterinary care at no cost through AirVet.
Legal services, identity protection, and supplemental health insurance options.
Tax-advantaged spending accounts for healthcare, dependent care, and commuting.
Learning and development opportunities through on-demand libraries, mentoring, workshops, and learning events.