Technical Customer Success Manager, Vault

Veeam, the #1 global market leader in data resilience, believes businesses should control all their data whenever and wherever they need it. Veeam provides data resilience through data backup, data recovery, data portability, data security, and data intelligence. Based in Seattle, Veeam protects over 550,000 customers worldwide who trust Veeam to keep their businesses running. Join us as we move forward together, growing, learning, and making a real impact for some of the world’s biggest brands. The future of data resilience is here - go fearlessly forward with us.

The Technical Customer Success Manager, Vault will be assigned our strategic Veeam Vault customers with the main effort of ensuring product adoption, customer retention, and assisting with contract renewals before support expiration. 

This is a technical customer success position tied to customer satisfaction, product adoption and renewal contract retention. Success is achieved through proactive engagement to ensure customers are using Veeam’s Vault product, following best practices, and continuously adding value to the customer’s experience. Building and nurturing strong relationships between your customers and you are fundamental to achieving our desire for high customer satisfaction and retention.

Responsibilities: 

• Overachieve high customer satisfaction objectives. 
• 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. 
• Perform monthly success planning activities that encompass product benefits matched to customers' priorities. 
• Demonstrate product features with proactive customer engagements; the goal is to educate the customer on new product features, additional product updates, tie them to business outcomes, and grow the account by selling additional products within the portfolio. 
• Understand who the stakeholders are with the customer, what matters to them, and align business goals to product capabilities. 
• Work cross-functionally with sales, pre-sales engineering, product management, and others to ensure a consistent and well-thought-out plan for product adoption, retention, and high customer satisfaction. 
• Clearly communicate and sell product capabilities and benefits. 
• Effectively create value for customers to ensure a seamless renewal at contract expiration 
• Maintain accurate and timely records of all activities of customers in Veeam's customer relationship management system (SalesForce.com). 
• Manage customer inquiries through various Veeam portals. 
• Prioritize workload to meet all KPIs, goals, and objectives. 
• Help host 1-to-many training and Q&A sessions both in person and via webinars 
• Other duties, as assigned. 

 Requirements: 

• Proven track record of overachievement on customer satisfaction, KPIs, and overall metrics. 
• Experience and knowledge with public cloud services (i.e., AWS, Azure, GCP). 
• Experience with protocols such as S3, TCP, UDP, SSL etc. 
• Hands-on experience with public cloud object storage services and policies (i.e., AWS S3, AWS IAM policies, Azure Blob, GCP storage). 
• Understanding of AWS VPC configuration, including VPN connections, NAT gateways, Endpoints and peering.  
• Understanding of Backup and Disaster Recovery solutions in Cloud, best practices and principles  
• Experience with migration patterns from on-premises to Cloud   
• Industry-based experience in storage technologies  
• Experience compiling, querying, analysing, and reporting data. 
• 6+ years of related customer-facing experience in technical consulting, technical escalation, technical Support, Customer Success, and/or technical account management.   
• High level of business acumen and experience working customers of all business and knowledge levels.   
• Ability to manage multiple customer accounts and projects simultaneously.  

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