Customer Success Account Manager

Job Summary

The Customer Success Account Manager is responsible for engaging with their accounts ahead of the renewal to ensure they are set up for success to renew on time. In addition to being responsible for target attainment, customer retention rates and up/cross sell for a smaller territory, the CSAM is successfully ensuring customers are achieving business value and ROI from their investment at Veeam. 

Job Description

• Responsible for overachieving Quota tied to territory Renewal and Expansion goals
  Proactively engage the install base with the intention of helping customer use the product
• Make recommendations (with the help of your internal technical resource) of advanced features and console settings based on end user objectives and priorities.
• Help set expectations and navigate tech support
• Schedule configuration reviews to ensure they are configured optimally
• Understand who the stake holders at the customer and at partner, develop foundational relationships, find out what matters to them, and work backwards with the goal to make customer successful
• Effectively communicate the value of Veeam to CxO level
• Gather information on the business and IT objectives for customer organizations, identifies customer needs, and creates a Account Management Success Plans (AMSP's) to support outcomes that are specific to the customer and common to the industry using partnerships with other account team leaders
• Presents the strategic business and technical need for change plans
• Creates opportunities for support contract renewals, partners with sellers lead to upsell
• Accurate and timely records all activities on customer/partner record in Veeam's customer relationship management system (SalesForce.com)
• Impeccable Salesforce hygiene
• Prioritize workload in order to meet all KPIs, goals and objectives.
• Meet Daily/Weekly SLAs and maintain high Customer Satisfaction ratings
  Other duties, as assigned

Additional Job Description

• Minimum of 2 years relevant work experience is one or more of the following: Sales, Account Management, Customer Success Account Management, Renewals, Account Management
• Ability to connect business to technology
• Speaks to necessary technology, solutions, and services for specific customer scenarios
• Proven track record of overachievement of quota and KPIs
• 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