MSP Customer Support 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:

As an MSP Operations Account Manager at Commvault, you will ensure top-tier support for our Managed Service Providers (MSPs). You will conduct regular meetings with MSPs to review and resolve support cases, provide feedback, and improve triage processes. Acting as the primary escalation point for MSP issues, you will collaborate with support and product teams to drive timely resolutions and identify enhancements.

You will coordinate MSP enablement, address training gaps, and analyze support cases to reduce volume and improve processes. Your role will also involve prioritizing MSP-centric product developments and refining reporting mechanisms. By encouraging strong relationships and delivering exceptional support, you will contribute to the success and efficiency of Commvault's MSP initiatives.

What you’ll do…

Account Management:

• Meet weekly with our Diamond MSPs

• Meet bi-weekly/monthly with other MSPs based on Rev. band

• Review open cases and work to reach resolution with Support/MSP teams

• Review closed support cases and provide feedback and instruction to MSP improvements of triage

• Report in around MSP status and triage skills to businesses

• MSP support for critical issues

• Meet with prospects on L1/L2 support expectations and processes

Enablement:

• Review enablement completion of MSPs

• Capture feedback on current MSP enablement and process

• Work with Enablement team on MSP/Support enablement gaps

• Communication point of upcoming/new enablement for MSPs

Case Review/Analysis:

• Work with respective support leaders to cluster and log product fixes to reduce MSP volume and Product managers to keep MSP first mentality on release

• Review/analyze MSP cases to find improvements in product, process or accountability

• Triage critical situations and lead to resolution (with Support and MSP)

• Work with Support leaders on reporting improvements for MSP business

Who you are…

• Computer Science Degree or equivalent preferred

• 1-4 years’ experience with Commvault Product and SaaS

• Training in Account and Relationship Management

• Consulting experience with data center operations

• 5+ years of client facing sales and/or services delivery roles.

• Customer-facing experience, managing customer relationships in a commercial and government environments

• Ability to bridge technology and business goals to provide productive solutions

• Must have the ability to grasp new technical information quickly

• Project Management experience

• Solid understanding of hardware platforms (CPQ/HP, IBM, Dell, Etc.); WAN technologies and TCP/IP networking; Windows/Unix/Netware/Linux

• Experience with storage related solutions (e.g., Veritas, EMC, HDS, etc.)

• Previous Technical Support experience with supporting large enterprise customers is a plus

• Enterprise application (Exchange, SQL, Oracle, Lotus Notes, etc.); clustering or databases; disaster recovery and design capabilities; and backup and recovery products (Commvault, Veritas NBU, CA, etc.)

• Strong written and oral communication skill

• Strong analytical and end to end problem solving skills.

• Ability to read and interpret complicated diagrams and specification requirements

• Proven customer service, leadership and team interaction skills are required

• Ability to handle multiple tasks and work well in a focused environment

• Flexibility to work in a fast-paced and demanding work environment

• Ability to present technical information to business centric audiences

• Be able to collaborate closely with various customer teams - technical, management and Executives

• Willingness and ability to travel (occasionally).

Meet the Hiring Manager: Michael Mancino, Director Customer Support

You’ll lov