Senior Renewals Operations Manager, Customer Support

About the role

Veeam is seeking a Senior Renewals Operations Manager to partner with the VP of Customer Technical Support and drive operational excellence across the global support organization. This high‑visibility individual contributor will own the end‑to‑end Technical Support Engineer experience and ensure consistent, data‑driven processes worldwide.

Key responsibilities

• Act as the trusted operational partner to Customer Technical Support leadership, translating strategy into scalable execution.
• Own and evolve the global Customer Support operating model, guaranteeing consistency across regions.
• Drive the business rhythm (weekly, monthly, quarterly) to identify risks and optimize performance.
• Define, track, and report KPIs and leading indicators of support health, productivity, and predictability.
• Enhance the Technical Support Engineer experience by improving workflows, tools, and processes.
• Reduce operational friction to increase time spent on high‑value customer interactions.
• Lead cross‑functional alignment with Renewals, Customer Success, Professional Services, Sales, Finance, and Systems teams.
• Manage change initiatives to ensure adoption of new processes, tools, and operating models.
• Leverage data, analytics, and AI‑driven capabilities to deliver insights, improve predictability, and enable automation.
• Partner with systems and analytics teams to build scalable reporting, workflows, and predictive models.

Required profile

• 6+ years of experience in Sales Operations, Renewals Operations, Customer Success Operations, or a closely related field.
• Strong English communication skills.

Required skills

• Salesforce (or comparable CRM platform).
• QTC (Quote‑to‑Cash) systems.
• Business Intelligence and analytics tools.
• Workflow automation platforms.
• AI‑driven analytics tools.