Customer Success Renewal Representative, Enterprise
Veeam · Kuala Lumpur, Malaysia ·
- Employment
- Contract
- Category
- Customer success
- Experience
- 3+ years
Veeam is the Data and AI Trust Company, specializing in helping organizations ensure their data and AI are fully understood, secured, and resilient to enable the acceleration of safe AI at scale. As the market leader in both data resilience and data security posture management, Veeam is built for the convergence of identity, data, security, and AI risk. Headquartered in Seattle with offices in more than 30 countries, Veeam protects over 550,000 customers worldwide, who trust Veeam to keep their businesses running. Join us as we go fearlessly forward together, growing, learning, and making a real impact for some of the world’s biggest brands.
About the Role
The Renewal Account Manager (Enterprise Accounts) owns the end-to-end renewal of subscription and maintenance contracts for Enterprise accounts in their assigned territory. Working closely with Enterprise Account Managers, Customer Success, and Sales Engineering, the Renewal Account Manager runs a proactive renewal motion, engaging accounts up to six months ahead of expiry to reduce churn risk and align on renewal and growth strategy. Beyond on-time renewals, the role grows contract value through uplifts, expansion, migrations, and upsell of premium offerings. Day to day, this means coordinating the account team, running deals with customers and partners, and preparing quotes to deliver predictable bookings.
What You’ll Do
- Responsible for overachieving Quota tied to territory Renewal and Expansion goals
- Effectively manages annual pipeline and successfully renew customers’ renewal contracts
- Forecast, analyzes data, provides insights and suggests strategies
- Proactive engagement with customers with the goal to educate customers of product features, additional products, tie it to the business outcomes, close renewals and grow account by selling and closing Upgrade 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 Sales, Customer Success, Deal Desk, Legal Department, others to prepare Enterprise Renewals Agreements, Special Terms, Create NSQs, expansion of Veeam footprint in accounts
- Effectively negotiate Renewals offers at all levels
- Accurate forecasting, business analysis and sharing insights
- 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
- Prioritize workload in order to meet all KPIs, goals and objectives
- Execute best practices – Rhythm of Renewal – for operational and collaboration hygiene that ultimately leads to the fruition of renewal key performance indicators.
- Manage churn risks by co-owning a Renewal Close Plan which brings together different stakeholders, specific deliverables, timelines, to overcome the challenges and retain the renewal with Veeam.
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
- 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
- Good 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 to manage email communications and out-bound telephone calls
- Aptitude and attitude to learn and execute Enterprise-level account and opportunity management
- Experience compiling, querying, analyzing and reporting data
- Proficiency with SalesForce.com
- Understanding of the technology
What You’ll Get
- 15–21 annual vacation days, plus 4 extra global VeeaMe Days for self-care and 24 paid volunteer hours annually through Veeam Cares
- Private medical insurance for employees and eligible dependents, including hospital and surgical coverage, outpatient care, and mental health support
- Dental insurance for employees and dependents
- Life and personal accident insurance, including accidental death, disability, critical illness, and terminal illness
- Annual flexible spending allowance for health and wellbeing expenses
- 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
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Veeam Software is an equal opportunity employer and does not tolerate discrimination in any form on the basis of race, color, religion, gender, age, national origin, citizenship, disability, veteran status or any other classification protected by federal, state or local law. All your information will be kept confidential.
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By submitting your application, you confirm that the information provided, including any supporting documents, is complete and accurate to the best of your knowledge. Any misrepresentation, omission, or falsification may result in disqualification from consideration or, if discovered after employment begins, termination of employment.