• Support the Head of Customer Success in running a world-class customer success function. • Take accountability for renewals, re-contracting, and solution evolution to minimise churn and maximise customer lifetime value. • Maintain a clear, accurate forecast of your pipeline — renewals, expansions, and opportunities in flight. • Meet customers regularly to understand their challenges and map them to the right CyberOne services and technology. • Build deep, trusted relationships with customers at every level — from IT teams to senior stakeholders. • Become the go-to person for everything service-delivery related. • Lead structured monthly/quarterly service reviews, ensuring actions are agreed, owned, and delivered on time. • Manage delivery against contracted SLAs and service schedules, ensuring we meet obligations and exceed expectations. • Handle escalations calmly and professionally, including producing Root Cause Analysis reports that strengthen customer confidence. • Produce monthly, quarterly, and annual service reports and deliver them via our customer portal.

• Support the Head of Customer Success in running a world-class customer success function. • Take accountability for renewals, re-contracting, and solution evolution to minimise churn and maximise customer lifetime value. • Maintain a clear, accurate forecast of your pipeline — renewals, expansions, and opportunities in flight. • Meet customers regularly to understand their challenges and map them to the right CyberOne services and technology. • Build deep, trusted relationships with customers at every level — from IT teams to senior stakeholders. • Lead structured monthly/quarterly service reviews, ensuring actions are agreed, owned, and delivered on time. • Manage delivery against contracted SLAs and service schedules, ensuring we meet obligations and exceed expectations. • Direct and oversee order processing, fulfilment, and customer requests end-to-end. • Handle escalations calmly and professionally, including producing Root Cause Analysis reports that strengthen customer confidence. • Keep internal teams aligned and informed so we move as one team around the customer. • Produce monthly, quarterly, and annual service reports and deliver them via our customer portal. • Identify where processes can be improved for speed, quality, and efficiency — then help implement those changes. • Own and maintain the customer performance improvement plans and action tracking.

• Build and maintain strong relationships with pest control business owners while providing ongoing strategic guidance and support. • Conduct regular client conversations to understand business needs, explain pricing analysis, and communicate business metrics clearly and effectively. • Monitor client performance, troubleshoot issues, and provide recommendations to improve business outcomes and client satisfaction. • Develop and refine client playbooks and workflows to standardize and optimize service delivery processes. • Collaborate with internal teams to communicate client feedback, improve processes, and support the development of new service offerings. • Identify opportunities to expand existing client relationships through additional services and business growth initiatives.

• Be responsible for overachieving Quota tied to territory Renewal and Expansion goals • Effectively manage annual pipeline, by reaching out to customers 4 months (or more) before support expiration to perform customer experience assessments and environment health checks • 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 • Prepare accurate forecasts, business analysis and sharing insights • Assist customers with whatever is needed to ensure customer success, including but not limited to: o Licensing Transfers o Customer Support Ticket Assistance • Ensure appropriate support to Veeam’s channel partners, to successfully close renewal and additional licenses • Record all activities on customer/partner actions in Veeam's customer relationship management system (SalesForce.com) • Keep impeccable Salesforce hygiene • Manage 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 • Overachieve target quota • Focus on customer retention, renewal rate, and high velocity selling with special attention to maximizing revenue generation with our Velocity customer base