Associate Enterprise Customer Success Specialist
Veeam Software · Bengaluru · onsite · Posted 58d ago
Undisclosed2–5 yrsfulltimeSourced from
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About this role
Job Summary
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 strong technical acumen are key in this role. As a Customer Success Specialist, youll operate in a pooled Success model to provide scaled coverage for customers without a Named Customer Success Engineer (CSE). You will respond to usage, churn, and expansion triggers from the customer health dashboard to drive adoption, outcomes, and growth for Veeam Data Cloud (VDC) and related offerings across the Veeam portfolio, including Veeam Backup Replication, Veeam ONE, Veeam Recovery Orchestrator, Veeam Backup for Microsoft 365, and Kasten by Veeam.
Responsibilities - Monitor data risk and vulnerabilities using telemetry and recurring touchpoints; conduct platform health checks and report trends, applying the Veeam Data Resilience Maturity Model (DRMM) to track improvements.
- Plan and facilitate success sessions and QBRs; review business outcomes and align them to product adoption; highlight ROI achieved and potential gains with additional modules or seats.
- Manage churn risk by building proactive protection plans; advocate for customers; recommend alternative products or configurations for at-risk accounts; launch CSAT surveys; coordinate customer case studies.
- Identify and articulate expansion opportunities; review consumption trends; schedule expansion checkpoints with or without Account Executive (AE) coordination; convert signals into qualified opportunities.
- Connect adoption recommendations across VDC and adjacent offerings (Veeam Backup Replication, Veeam ONE, Veeam Recovery Orchestrator, Veeam Backup for Microsoft 365, Kasten by Veeam) to maximize resilience, visibility, and orchestrated recovery outcomes.
- Capture feedback from exit interviews for churned customers (cloud reliability, latency, user experience); synthesize learnings to improve scaled journeys and program playbooks.
- Collaborate with Sales, Marketing, and CSEs to execute scaled campaigns and journeys that increase utilization, adoption, and customer health; ensure updates are reflected in Gainsight and reporting.
- Operate within a pooled coverage model focused on Velocity and CommercialInside segments for customers without a Named CSE.
- 2-5 years in Customer Success operations or Program Management, ideally within data protection or cyber-resilience solutions.
- Bachelors degree in Computer Science, Electrical Engineering, or a related technical field; MBA preferred with prior experience at a technical company.
- Proficiency with digital CS platforms (e.g., Gainsight), marketing automation tools (e.g., Marketo), and scaled journey execution; familiarity with CRM (e.g., Salesforce) and BI/reporting is a plus.
- Working knowledge of Veeam offerings: Veeam Data Cloud and at least one of Veeam Backup Replication, Veeam ONE, Veeam Recovery Orchestrator, Veeam Backup for Microsoft 365, or Kasten by Veeam.
- Strong analytical skills to interpret telemetry, health scores, and consumption data; ability to translate insights into clear success plans and actions.
- Experience facilitating QBRs, building ROI narratives, and creating customer-facing artifacts (e.g., case studies, best practices).
- Effective communication and stakeholder management skills; comfortable collaborating across Sales, Marketing, and Customer Success functions.
Sourced from naukri
Skills
CSATAutomationcrmExit Interviewsdata cloudCybercase studiesdata protectionclassificationArticulatecustomer successDashboardMarketing Automationelectrical engineeringcloudData SecuritymarketingArtificial Intelligence
About Veeam Software
Veeam Software
IT Services & Consulting
75
employees
2006
20 years old
Bangalore / Bengaluru, Karnataka
India
₹27.2L PA avg
Avg at Veeam Software
About
A leading provider of intelligent data management solutions, focusing on optimizing data availability and security in multi-cloud environments.
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IT Services & ConsultingInternetHardware & NetworkingSoftware Product
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