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Customer Success Technical Onboarding Manager (Post Sales)

Remote:

Full Remote

Contract:

Full time

Experience:

Senior (5-10 years)

Work from:

Malaysia

Offer summary

Qualifications:

6+ years of relevant industry experience, Technical understanding of Veeam technologies, Excellent verbal and written communication skills, Experience with virtualization technologies, VMCE and VMCA certification (could be obtained after hiring).

Key responsabilities:

Engage customers during onboarding for long-term success
Provide product guidance, adoption, and time to value assistance
Advocate internally to resolve challenges affecting customer experience
Collaborate with cross-functional teams to improve customer outcomes
Ensure alignment of activities with customer objectives

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11 - 50 Employees

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Job description

Veeam®, the #1 global market leader in data protection and ransomware recovery, is on a mission to empower every organization to not just bounce back from a data outage or loss but bounce forward.

With Veeam, organizations achieve radical resilience through data security, data recovery, and data freedom for their hybrid cloud.

The Veeam Data Platform delivers a single solution for cloud, virtual, physical, SaaS, and Kubernetes environments that gives IT and security leaders peace of mind that their apps
and data are protected and always available.

Headquartered in Seattle with offices in more than 30 countries, Veeam protects over 450,000 customers worldwide, including 74% of the Global 2000, who trust Veeam to keep their businesses running.

The Customer Success Technical Onboarding Manager (remote working) engages directly with select customers to execute Veeam’s onboarding strategy during the critical early stages of their Veeam engagement, putting them on a path for long-term success. This role is responsible for assessing each customer’s unique requirements, providing product how-to and best practices, and ensuring fast time to value from their Veeam investment. The ideal candidate will be naturally collaborative, articulate, extremely organized, have a solid technical understanding of Veeam products, and motivated by maximizing customer success and outcomes. Soft skills combined with technical skills are key in this role.

Job Description:

Work with the customer through the onboarding phase, establishing a positive working relationship and assist with product guidance, adoption and time to value
Serve as a knowledgeable and trusted advisor for Veeam products, resources, and training options as needed to drive use case execution
Assist with both technical and non-technical topics related to the customer onboarding
Advocate internally to resolve challenges that negatively impact Time to Value and/or the customer experience
Collaborate internally with Customer Success, Sales, Professional Services and the broader cross functional groups to drive continuous improvement and a superior customer experience
Work with Customer Success and Sales to ensure a smooth transition of onboarded customers to the next phase of their Veeam journey
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
Contribute to a positive team environment of collaboration, customer empathy, and inclusion
Travel up to 20%

Skills:

6+ years of relevant industry experience
Technical understanding across Veeam technologies
Adept at developing relationships with new customers and internal teams
Adept at leading conversations and presentations, for both technical and non-technical topics
Excellent verbal and written communication skills
Has general understanding of accompanying infrastructure that works with Veeam (Servers/Storage/Networking/etc.)
Experience working with monitoring tools and frameworks
Experience in data life-cycle management with IT audit requirements
Experience with virtualization technologies
Able to work independently with limited direction in a fast-paced and unpredictable environment
Ability to adapt to changes in roles and responsibilities
Excellent time management skills; able to manage multiple customers simultaneously for short term Onboarding engagements.
Demonstrates patience, understanding and empathy to effectively manage conflict and concerns
VMCE and VMCA certification (can be completed after joining)

#LI-LW1

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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