Technical Account Manager

About Commvault

Commvault (NASDAQ: CVLT) is the gold standard in cyber resilience. The company empowers customers to uncover, take action, and rapidly recover from cyberattacks - keeping data safe and businesses resilient. The company's unique AI-powered platform combines best-in-class data protection, exceptional data security, advanced data intelligence, and lightning-fast recovery across any workload or cloud at the lowest TCO. For over 25 years, more than 100,000 organizations and a vast partner ecosystem have relied on Commvault to reduce risks, improve governance, and do more with data.

JOB DESCRIPTION:

Join our Enterprise Success Team!

As a TAM will work with Tier 1 & 2 customers to strategically improve their overall experience by providing excellent service customized to their technical environment. You will work side-by-side with key internal partners to review the following needs: business and operational challenges, architectural & infrastructure consulting, and enhanced solutions for internal IT groups.

Position Responsibilities:

• The Technical Account Manager ("TAM") works with a team of support professionals that bring together the full variety of technical and business proficiencies needed to assist Commvault' s Enterprise Support Program ("ESP") customers with the achievement of their priorities, consistent with Commvault' s goals and objectives.
• The Support Account Manager, (SAM) is a full-time employee that handles engaging our ESP Customer. The TAM and SAM will partner together to provide support and assist with the tactical and strategic guidance in that customer's sustained Commvault environment.
• Act as a strategic technical point of contact for ESP Customers. Ensuring a strong and flawless relationship by maintaining communication based on the customer initiatives and as needed additional support of team resources, ESP SAM Team, Support Management, Sales, and Sales Engineers.
• Perform an initial "Customer Profile Document" within 60 days of engagement, to be refreshed every 90 days.
• Act as liaison between customer, Customer Support, Product Management, and Development. This plan will focus on Customer, (Site Architecture, Business Objectives, and Requirements)

The TAM will also be tasked to meet the following objectives:

• Handle customer-raised support issues to the Commvault ESP SAM Team. Ensure customer alignment to processes that will support and align the ESP SLA requirements. Assist in qualifying Customer concerns associated with support issues as warranted.
• Coordinate monthly, or as needed, on-site meetings with customer to advise the customer of new technologies, standard process consistency guidelines or knowledge transfer sessions.
• Provide customer with Sr. Level Commvault technical assistance in identifying programmatic, configuration, or use case scenarios that negatively impact the aggregate success of the Commvault deployment and drive support call volumes. [[ Example: Automation through scripting [[ Example: Design refinements and improvements to align to Customer data management goals
• Use in-depth knowledge of Customer to identify other solutions opportunities within accounts and communicate these opportunities to the Commvault Account Team.
• Participate in Quarterly Business Review with the Commvault ESP SAM team and engage with customer and Commvault management to establish or revise procedures and processes.
• Work with the ESP Program Manager to advance and define the ESP Support program to meet customer expectations.

Position Requirements:

• In-depth knowledge of Commvault is required!
• 5 years, or equivalent, hands-on Commvault products.
• Experience with cloud platforms (AWS/Azure/GCP) is preferred.
• Successful management of large billable programs for external customers
• Proven technical background, with previous experience with delivery of Enterprise class Commvault solutions.
• Advanced administration and technical fix of Windows and UNIX server environments.
• Ability to take ownership of projects and drive issues to resolution
• Strong theoretical knowledge across a broad spectrum of Information Technology: Hardware platforms (HP, HDS, EMC, IBM, Dell, etc.); WAN technologies and TCP/IP networking; Windows/Unix/Netware/Linux OS Platforms; Fiber-Channel (SAN) design methodology; business continuity, disaster recovery, and design methodology; backup and storage management products (Symantec, EMC, IBM); tape libraries and VTL Enterprise applications (Exchange, Oracle, etc.); virtualization and clustering. UNIX and Scripting platform would be a plus.
• Experience with data protection, data archive, and data replication
• Formal Training in Account and Relationship Management
• Experience with up to date services deployment methodologies, software, hardware architecture, infrastructure design and development
• B.S. /B.A. /M.S. degree or equivalent technical training
• The role will periodically be on a dedicated assignment and therefore travel (this may require overnight stays) within the US region. This should not to exceed 25%.
• The TAM directly contacts the following business groups: ESP Support Account Management (SAM) team to successfully provide onsite or remote prioritization and the vital tools to ensure customer success mapped with our environment.

#LI-PK1

Thank you for your interest in Commvault. Total compensation for this role is market competitive, and within the below base salary range:

We're proud to offer competitive benefits that care for you and your family through our 401K plan, health benefits (including medical, dental, and vision available for families and domestic partners), and pet insurance for your furry family members. You can also find the details of our U.S. benefits by visiting benefits.commvault.com.

Commvault is an equal opportunity workplace and is an affirmative action employer. We are always committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status and we will not discriminate against on the basis of such characteristics or any other status protected by the laws or regulations in the locations where we work.

Commvault's goal is to make interviewing inclusive and accessible to all candidates and employees. If you have a disability or special need that requires accommodation to participate in the interview process or apply for a position at Commvault, please email accommodations@commvault.com For any inquiries not related to an accommodation please reach out to wwrecruitingteam@commvault.com.

For our Candidates to prioritize your security:

Commvault has been made aware of email and/or text correspondence scams that falsely state that the senders are from the Commvault HR team and/or a member of our leadership team. The scammers even conduct false interviews via email or text and then request personal information (name, address, birthdate, social security number, etc.) when returning the signed offer letter. Please note that Commvault does not conduct interviews by email or text, and we will never ask you to submit a W4 via email orprior to your first day of employment.

If you think you have been targeted in this recruiting scam, please reach out to us at wwrecruitingteam@commvault.com. You can also find more tips about job scams and how to avoid them on the FTC's website.