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