Customer Success Manager (Remote - Southeast, USA)

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. 

Company Description

Commvault is the world’s most powerful backup and recovery software in the cloud and on any infrastructure, helping companies transform their data into a powerful strategic asset. Commvault data protection and information management solutions enable companies and organizations of all sizes, in all industries, to protect, access, and share all their data—anywhere and anytime.

As an organization, we are committed to a great work culture that embraces our values and promotes professional growth. Our vaulters are passionate innovators who work together to uncover new challenges that can be solved. We are proud that the focus of every vaulter is to drive our customer’s business forward. We’re all about getting the job done and having FUN doing it. As vaulters, we pride ourselves on transparency, integrity, and respect in everything that we do. NOW is the time to join a growing company with strong roots, where you can take on your new challenge.

Job Description Overview

The Partner Success team is focused on delivering World Class Partner Experiences for both Partners and Managed Service Providers, increasing the growth, loyalty, and profitability of the Partner by enabling the Partner to deliver business outcomes for Customers with Commvault Technologies. Partner Success Managers excel at Technical Enablement and are responsible for accelerating Time To Value for Partners, enabling Partners to succeed in driving Adoption and Expansion. In this role, you will provide both Technical Enablement and Recurring Engagement with our Partners, ensuring that Partners can Onboard, Adopt, and Expand their Service Offerings with Commvault. This role requires both Technical Skills and Relationship Management experience to ensure Partners can drive successful outcomes with their end customers, benefit from your accumulated knowledge related to deployment and supportability, combined with a business focus to expand the Partner's Service Offerings with Commvault.

Position Responsibilities

• Collaborate with Partner Success Managers, Support, and other Commvault Teams to ensure Partners meet SLAs for TimeToOnboard, TimeToAdopt, and TimeToValue.
• Collect, curate, and communicate Partner Status, Open Issues, Risk, and Mitigations using a combination of Gainsight, Microsoft Office, and other internal Commvault business systems to ensure a holistic assessment of Technical Health and Revenue Growth is captured properly in Gainsight and communicated internally with Customer Success Leadership.
• Participate in Technical Evaluation of Partner Context for Risk Mitigation, Expansions, and requests from members of the Partner Success team for technical assessments of deployments.
• Continuous Self-Enablement through online training curriculum to ensure Technical Competency with the Metallic Product and Platform, with a specialization on O365.
• Engage with Technical Success Managers for assistance with Technical Enablement on the more complex Workloads, such as Endpoint and Virtual Environment backup and recovery.
• Lead initiatives with Partner Success Managers, establishing what good looks like and mentoring Partner Success Managers for career development.
• Technical Enablement on the Partner Success Hub, to enable Partners to successfully leverage workflows related to ARR growth, End Customer Consumption of Subscriptions, including Billing and Revenue operations.
• Ability to successfully Onboard the SaaS Workloads for O365, including Azure configuration and implementing best practices for Backup and Recovery for the O365 Suite.
• Ensure Partners have adequate training to resolve L1 and L2 Technical Support Cases internally, and liaison with Support, Product Management, and Engineering when needed to solve Technical or Workflow challenges as required.
• Establish a relationship of trust with your assigned Partners/MSPs, providing recurring touchpoints and serving as the primary point of contact for escalations and tenant reviews.
• Liaison across internal Commvault teams to improve the Partner Experience based on feedback from Partners.
• Track Customer requests for Product Enhancements, advocating for completion of these changes across internal Com