JOB DESCRIPTION
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 years, more than, organizations and a vast partner ecosystem have relied on Commvault to reduce risks, improve governance, and do more with data.
JOB DESCRIPTION:
As an organization, we are committed to a great work culture that embraces our values and promote 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 visibility, 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.
We are looking for a Technical Account Manager to join our team on a full time basis in Italy!
What you will do:
1. Works with customers who subscribe to Commvault’s Customer Success ESP Program. You will align with customers to provide strategic and tactical mentorship and assist with technical issues. You will also work with key collaborators (both internal and external) to review business and operational challenges, provide architectural and infrastructure guidance and propose enhanced solutions to ensure the success of the customer’s Commvault solution.
2. Is responsible for providing deep technical knowledge to ESP Customers. Tasked with providing tactical and strategic guidance, connecting with Commvault Sales teams, sharing customer sentiment, and providing insights regarding their customers.
3. Will be passionate about providing a superb customer experience, product improvement and overall enjoy working with people and building strong, successful relationships. You must possess strong time management skills, be able to think out of the box and provide outstanding partner management and communication skills. The TAM will be encouraged to uncover additional sales opportunities in conjunction with the Commvault sales team, along with supplying additional information as appropriate to various break-fix resources.
4. Engage with customers in various ways, from planned onsite meetings to remote engagements which may be either pre-scheduled or ad-hoc (emails, remote sessions, phone calls). The TAM reports directly to the Enterprise Success Managers. This position requires periodic overnight travel (<%) within an assigned regional location.
5. Works with a team of support professionals that bring together the full variety of technical and business proficiencies needed to assist Commvault’ s Enterprise Success Program (“ESP”) customers with the achievement of their priorities, consistent with Commvault’ s goals and objectives. The TAM provides advance technical knowledge assistance with ESP Customers as part of the ESP.
6. The Enterprise Success 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 give tactical and strategic mentorship in that customer’s sustained Commvault environment.
7. You will provide consulting and support to deliver the following tasks below to the ESP Customer based on direction from the Program Manager, or the Commvault Services Management and will:
8. Be a strategic technical point of contact for ESP Customers. [[ Ensuring a strong and seamless relationship by maintaining communication-based on the customer initiatives and as needed additional support of team resources, ESP SAM Team, Support Management, Sales, and Solution Engineers.
9. Perform an initial “Customer Profile Document” within days of engagement, to be refreshed every days.
10. Act as a liaison between customer, Customer Support, Product Management, and Development. This plan will focus on Customer, (Site Architecture, Business Objectives, and Requirements) to be refreshed every days.
11. Provide enhancements and quality support to the ESP customer by working with Commvault Account Management and Customer Support Team.
How you will make a difference:
12. The TAM will also be tasked to meet the following objectives:
13. Advance and handle customer-raised support issues to the Commvault ESP SAM Team. [[ Ensure customer follow processes that will support and align the ESP SLA requirements. [[ Assist in qualifying Customer concerns associated with support issues as warranted.
14. Coordinate monthly, or as required, scheduled on-site meetings with customer to update the customer of new technologies, best approach to guidelines or knowledge transfer sessions.
15. 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 enhancements to align to Customer data management goals
16. Use in-depth knowledge of Customer to find opportunities within accounts and communicate these opportunities to the Commvault Account Team.
17. 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.
18. Continually stay up to date with new technologies and new Commvault products
19. Work as part of the ESP Team to lead customer relationships and develop rapport.
20. Improve individual, team and customer knowledge of Commvault solutions.
21. Work with the ESP Program Manager to advance and define the Enterprise Success program to meet customer expectations.
Position Requirements include:
22. Proven technical background and analytical skills
23. Strong written and oral communication skills
24. Strong organisational skills with an ability to handle challenging client demands
25. Flexibility to work in a fast-paced and demanding work environment
26. Ability to convey technical information to business-centric audiences
27. Ability to bridge technology and business goals to provide productive solutions
28. Proven customer service, leadership and team interaction skills are required
29. Strong practical knowledge across a broad spectrum of Information Technology such as EMC hardware platform, WAN tech, Windows OS, Cloud Storage, SAN, Tape Libraries, Exchange Enterprise Application, Virtualization, Clustering
30. Working knowledge of disaster recovery and design capabilities
31. Solid understanding with backup and recovery products (Commvault, Veritas NBU, CA, etc)
32. Some travel to customers sites will be required
33. Must be fluent in Italian and English (written and verbal) to a professional level
Skills that will set you apart:
34. Previous experience delivering enterprise-class Commvault solutions
35. Training in Account and Relationship Management
36. Consulting experience including design and implementations
37. Previous Technical Support experience, working with large enterprise customers
We offer an attractive compensation package along with a structured career path to grow your knowledge and experience within the company!
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