Success 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. 

What you will do...!

As a Success Account Manager (SAM) at Commvault, you will be instrumental in fostering and maintaining strong, long-term relationships with both customers and internal stakeholders. Your primary mission is to drive customer success by ensuring positive post-sales experiences, delivering measurable outcomes, and showcasing the value of Commvault’s solutions.

As part of the Commvault Cloud Success Services team, you will help support our largest customers, taking ownership of the overall customer relationship at the account level. Collaborating closely with Technical Account Managers (TAMs), Sales, and Renewals teams, you will serve as a pivotal team member, ensuring smooth issue resolution and managing escalations to successful outcomes.

Additionally, you will provide critical situation management from the field, acting as a key liaison between Technical Support, Software Engineering, Field Operations, and other key stakeholders to align customer needs with Commvault’s capabilities. Your role is essential in driving customer satisfaction, retention, and long-term success.

The Success Account Manager must exhibit a strong work ethic and excel in a dynamic, often unstructured environment. The ideal candidate will be highly strategic, collaborating closely with customers and internal stakeholders to ensure that customers derive maximum value from Commvault services, thereby driving both high Gross Retention Rate (GRR) and Net Revenue Retention (NRR).

How you will make an impact!

Account/Customer Escalations:

• Drive resolution to intricate customer scenarios by coordinating the efforts of the Customer Support, Account Team, Professional Services (including partner resources as necessary), and Commvault Engineering, while keeping all stakeholders aligned.

• Document issues, set priorities, and track resolutions to meet customer expectations using custom success plans.
• Resolve low CSAT scores to improve year-over-year.
• Establish a clear communication schedule and plan with the customer and internal stakeholders.
• Lead escalation meetings, presenting key success criteria progress.

Support Engagement:

• Oversee customer support interactions to track and manage critical support incidents.
• Analyze and document patterns in problem and incident management to enhance customer enablement. Collaborate with internal teams to develop plans and content that improve customer knowledge and reduce resolution time.
• Collaborate with the support team managers to ensure progress and resolve issues.
• Discuss ticket priority with customers, understand their business context, and ensure severity aligns with requirements.

Customer Success:

• Develop and maintain strong, long-term relationships with customers and internal stakeholders.
• Drive customer outcomes and demonstrate the return on investment of Commvault's technologies.
• Ensure adherence to processes so that customers are aware of support and escalation procedures to improve resolution times.
• Ensure customers are progressing through their journey phases in line with the time-sensitive goals set by Commvault Leadership.
• Identify and suggest opportunities to enhance Enterprise Success Services to improve customer experience.

Revenue and Sentiment Management:

• Reduce churn and improve retention by identifying and documenting risks through close monitoring of account health and addressing issues before they escalate.
• Ensure revenue and sentiment targets are met for your assigned book of business.
• Present the status of revenue, sentiment, and engagement bi-weekly/monthly during internal business reviews, highlighting areas of risk and driving mitigation efforts.
• Identify opportunities to drive growth with customers, collaborating with internal stakeholders to secure expansions.
• Forecast customer risks well in advance of critical milestones, enabling the leadership team to develop and implement mitigations that may include contract changes, product adjustments, or additional engagement from va