• Responsible for overachieving Quota tied to territory Renewal and Expansion goals • Effectively manages Annual pipeline, by reaching out to customers 4 months (or more) before support expiration to perform customer experience assessments and environment health checks • Understands 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 Deal Desk, Legal Department, Sales and others to prepare Special Terms, Create NSQ’s • Clearly communicate and sell complicated offers, internally and externally • Accurate forecasting, business analysis and sharing insights • Assisting customers with whatever is needed to ensure customer success, including but not limited to: Licensing Transfers (opening license cases, walking customer through the process, following up to ensure satisfactory resolution) and Customer Support Ticket Assistance (Educating customers on how to open support tickets, Escalate support cases through prescribed processes, follow up to ensure support ticket is resolved to customer satisfaction) • 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 • Manages inbound Renewal inquiries though different Renewals portals • Prioritize workload in order to meet all KPIs, goals and objectives. • Meet Daily/Weekly SLAs and maintain high Customer Satisfaction ratings • Overachieves target quota • Focuses on customer retention, renewal rate, and high velocity selling with special attention to maximizing revenue generation with our Velocity customer base

• Own and manage post-sales customer relationships, driving platform adoption, customer satisfaction, and on-time renewals. • Build strong relationships across all customer levels, from end users to IT leaders and senior executives. • Establish trusted advisor status by understanding customer business goals and strategically positioning solutions to meet their needs. • Maintain an accurate view of customer health using usage metrics, engagement data, and regular interactions. • Monitor health scores and proactively take action to maintain or improve account health. • Partner with customers to define critical goals and KPIs, and review progress at regular intervals. • Analyze customer data and platform usage to identify opportunities to enhance the customer experience and deepen adoption. • Maintain consistent communication throughout the customer lifecycle, escalating risks or issues as needed. • Create enthusiasm and momentum with clients to support expansion and long-term engagement. • Proactively uncover new ways customers can extend their use of the platform to solve evolving business challenges.

• Develop and execute a holistic omni-channel CRM strategy • Own end-to-end CRM process oversight • Design and execute multi-channel campaigns • Own the definition, extraction, and validation of CRM audiences • Lead omni-channel segmentation strategies • Develop and manage the omni-channel customer lifecycle • Partner with property and omni marketing teams • Define and track KPIs • Provide creative direction and performance feedback • Maintain a structured quality assurance process • Act as the central point of coordination across omni, CRM, analytics, and gaming teams • Leverage A/B testing, behavioral insights, and predictive analytics to refine CRM tactics

• Serve as the primary Customer Success Manager for a defined set of customers, developing strong, trusted relationships and acting as the main point of contact for ongoing success. • Demonstrate the ability to articulate best practices in workflow design and product usage, and effectively share that knowledge with both customers and Customer Success team members. • Ensure customers are realizing value from all DO software product lines through effective adoption and optimized use within clinical and administrative workflows. • Understand customer goals, workflows, and operational challenges, and align software usage to support measurable outcomes. • Proactively identify adoption gaps, usage risks, and opportunities for workflow optimization, and work with customers to address them. • Partner with internal teams—including project management, onboarding, professional services, product management, and support—to resolve issues, escalate risks, and improve the overall customer experience. • Translate customer feedback and real‑world workflow insights into actionable input for product and internal stakeholders. • Provide advanced guidance to customers on best practices for using ARIA and Eclipse across clinical and administrative use cases. • Act as a mentor and resource for other Customer Success Managers, helping them develop and maintain proficiency in ARIA and Eclipse. • Support onboarding and ongoing training of Customer Success team members related to ARIA and Eclipse workflows, use cases, and value positioning. • Develop and contribute to enablement materials, best practices, and reusable guidance to support consistent, high‑quality customer engagements.