Technical Account Manager

Commvault is a worldwide leader in delivering backup and recovery for the progressive enterprise. Commvault enables you to protect, manage, and use your data, while managing it in a consistent, compliant way. Our automated solutions work on-prem and in the cloud, and work with the digital tools and procedures you’re already using. Keep your data accessible and actionable with a single solution that ensures your data is always available — no matter what.

Commvault is an equal opportunity workplace and is an affirmative action employer. We are always committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. and we will not discriminate against on the basis of such characteristics or any other status protected by the laws or regulations in the locations where we work.

The Technical Account Manager (TAM) is an advanced technical resource assigned to customers who subscribe to Commvault’s Customer Success Enterprise Support Program (ESP).  TAMs partner with all levels of customer teams, including management, operations, engineering, and architecture to help customers achieve the best possible outcomes and business value from their Commvault investment.

The TAM is responsible for providing advanced technical knowledge to ESP Customers. TAMs are assigned between 5-8 customers and are tasked with providing tactical and strategic guidance, partnering with Commvault Sales teams, sharing customer sentiment, and providing insights regarding their customers. They are expected to uncover additional sales opportunities in support of the Commvault sales team, along with supplying additional information as appropriate to various break-fix resources.  The TAM will team with an assigned Support Account Manager (SAM) to provide a proactive and strategic service to ensure the customer is maximizing the value of their Data Management Platform.

TAMs 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) 

TAMs report directly to their respective regional ESP Manager (Americas East, Americas West, EMEA or APJ)

This position requires periodic overnight travel (<75%) within an assigned regional location.

Position Responsibilities:

When assigned to an ESP Customer or at the specific direction of Commvault leadership the TAM will:

• Serve as the primary point of contact for their customers
• Ensure a strong and seamless relationship by maintaining communications about all customer Commvault initiatives to both customer and Commvault teams
• Communicate potential competitive or other risks to appropriate Commvault resources
• Maintain documentation of customer projects, issues, timelines, interactions, etc. within the designated Customer Success platform in use. Examples are:    
  • Customer Site Architecture
  • Customer business objectives and KPIs
• Coordinate a regular meeting cadence (can be onsite or remote) with customer
• Share new product features and enhancements, deliver best practice adherence guidelines and provide  knowledge transfer as appropriate.
• Identify programmatic, configuration, or use case scenarios which may negatively impact the overall success of the customer’s Commvault deployment and increase support call volumes
• Use in-depth knowledge of Customer to identify upsell opportunities within accounts and communicate these opportunities to the Commvault Account Team.
• Prepare and present Quarterly Business Reviews in conjunction with the assigned SAM and sales team
• Continually keep abreast of new technologies and new Commvault products via assigned training, ongoing hands on learning, and ad-hoc additional skill enhancement programs

Additional TAM Requirements:

• Enhance individual, team and customer knowledge of Commvault solutions by sharing experiential observations and skills.
• Work with ESP and Customer Success Management to continuously advance and improve the overall ESP experience and accelerate program growth
• Mentor new TAMs
• Provide technical assistance to the CSM team as schedule and time permits

Qualifications:

• 5+ years hands-on experience administering/managing Commvault software
• Successful management of large billable programs for external customers
• Strong technical background, with previous experience delivering Enterprise class Commvault solutions
• Advanced administration and technical troubleshooting of Windows and UNIX server environments
• Ability to take ownership of projects and drive issues to resolution
• Ability to coordinate different resources and communicate overall strategic plans
• Strong practical 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
  • Cloud Storage and Computing Platforms
  • Fibre-Channel (SAN) design methodology
  • Business continuity, disaster recovery and design methodology
  • Competitive Backup and Storage Management products
  • Tape Libraries and VTL
  • Enterprise applications (Exchange, Oracle, etc.)
  • Virtualization and clustering
• Strong organizational skills with an ability to manage competing client demands
• Strong analytical skills
• Technical and project management experience
• Confidence interacting and communicating with customer senior leadership
• Excellent communications and interpersonal skills

Additional Preferred Credentials

• Active Security Clearance
• Scripting experience
• Business Administration Training and Project Management Training
• Formal Training in Account and Relationship Management
• Experience with modern services deployment methodologies, with emphasis on software and hardware architecture, and infrastructure design and development
• B.S. /B.A. /M.S. degree or equivalent technical training 

INTERACTS WITH

• ESP Customers – Management, Architecture, Engineering, and Operational personnel
• Global ESP team
• Global Customer Success team
• Commvault Support personnel
• Commvault Product Management
• Commvault Development
• Commvault Sales
• Commvault Marketing
• Commvault Professional Services
• Commvault Education