Customer Technical Onboarding Engineer(Post Sales)

Veeam; Kuala Lumpur; Remote; USD 60,000 - 90,000; Full time

Job summary

A leading company in data resilience, Veeam, is seeking a Customer Success Technical Onboarding Manager to enhance customer onboarding experiences. You will leverage technical expertise and strong interpersonal skills to guide clients through their initial engagement with Veeam's solutions, ensuring alignment with their business goals. This role requires adaptability and a strong customer-centric approach, as you will manage multiple onboarding engagements and collaborate across teams to maximize customer success.

Qualifications

• 6+ years of relevant industry experience.
• General understanding of infrastructure that works with Veeam (Servers/Storage/Networking/etc.).
• Experience with virtualization technologies.

Responsibilities

• Work with customers during onboarding, establishing positive relationships.
• Resolve challenges impacting customer experience.
• Collaborate with cross-functional teams to drive improvements.

Skills

Excellent verbal and written communication skills

Technical understanding across Veeam technologies

Relationship building

Time management

Conflict management

Education

VMCE and VMCA certification

Job description

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 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)

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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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