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Veeam Software, the Data and AI Trust Company, is seeking a Customer Success Renewal Representative for Enterprise accounts based in Kuala Lumpur. This role owns the end-to-end renewal of subscription and maintenance contracts for Enterprise accounts in an assigned territory, working closely with Enterprise Account Managers, Customer Success teams, and Sales Engineering.
You will run a proactive renewal motion, engaging accounts up to six months before expiry to reduce churn risk and align on renewal and growth strategy. Beyond ensuring on-time renewals, you will grow contract value through uplifts, expansions, migrations, and upsells of premium offerings. Day-to-day responsibilities include coordinating the account team, running deals with customers and partners, and preparing quotes to deliver predictable bookings.
Key responsibilities:
- Manage annual pipeline and successfully renew customers' subscription and maintenance contracts
- Proactively engage with customers to educate them on product features, additional products, and business outcomes; close renewals and grow accounts by selling upgrade licenses
- Conduct cold outreach to customers with lapsed support to reactivate support contracts
- Work cross-functionally with Sales, Customer Success, Deal Desk, and Legal to prepare Enterprise Renewal Agreements, special terms, and NSQs
- Negotiate renewal offers at all organizational levels
- Provide accurate forecasting, business analysis, and strategic insights
- Support Veeam's channel partners in closing renewals and selling additional licenses
- Maintain accurate and timely records in Salesforce.com
- Execute best practices for operational and collaboration hygiene to achieve renewal KPIs
- Co-own Renewal Close Plans to address challenges and retain renewals
- Overachieve quota tied to territory renewal and expansion goals
Requirements:
- Minimum 3 years of relevant work experience in Sales, Account Management, Customer Success Account Management, Renewals, or related Account Management roles
- Analytical skills with advanced Excel proficiency
- Proven track record of quota and KPI overachievement
- Experience supporting large-scale, enterprise-level accounts with technically complex configurations and high transaction volumes
- Ability to lead efforts handling complex customer requests and escalations within multi-functional teams
- Strong communication skills with demonstrated ability to influence at all organizational levels, including executive level
- Excellent organizational skills with ability to prioritize and multi-task to meet deadlines and quotas
- Ability to work semi-autonomously in a fast-paced environment
- High-energy, self-motivated approach to managing email communications and outbound telephone calls
- Aptitude for learning and executing enterprise-level account and opportunity management
- Experience compiling, querying, analyzing, and reporting data
- Proficiency with Salesforce.com
- Understanding of technology
