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 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 Support Account Manager to join us on a full-time basis in Egypt!

The Support Account Manager (SAM) will primarily be responsible for supporting large enterprise customers who have signed up for Enterprise Support, and additionally providing customer critical situation management from the field. The SAM will act as the customer liaison between Technical Support, SW Engineering, Product Management and Field Operations.

The SAM must display a rigorous work ethic and thrive in an often unstructured, dynamic environment. The SAM will be required to be flexible with their work schedule in supporting customers.

• Display proficiency with all customer interactions including kick-off, training, onboarding, business reviews, customer issues, renewals.

• Leverage internal teams to deliver to customers needs.

• Navigate through multiple organizations (Product Management, Engineering, Sales, Support, Marketing, Services) to address questions and issues on current and future solution set.

• Continuously monitoring all key accounts metrics and accurately assessing account health and proactively reaching out

• Responsible for quarterly business reviews with sales management on the performance and health of Commvault customers in their region

• Incident management participating in follow the sun coverage through regional handovers.

• Weekly cadence meetings, best practice recommendations

• Demonstrates critical thinking as it relates to customer interactions and develops sense of ownership for account portfolio and their success.

• Capable of building initial relationship and growing the relationship into other groups and partners of the account

• Can identify difficult situations and chart a path to resolution independently and/or bring up to critical teams or management.

• Understands the importance of follow-up/follow-through and uses necessary resources to get client to satisfactory state.

• Deep understanding of the various verticals and the business need Commvault is fulfilling – training, success planning, establishing metrics of success, etc. as it relates.

• Hungry for ongoing education opportunities that are offered for Commvault products.

• Understands the technology from a user’s perspective and help the customer identify the best ways for the intended business use of that technology.

• Complies to all processes and Gainsight customer journey touchpoints. Including but not limited to using proper document templates, storing, and linking correctly in Gainsight, etc.

• Understand and capable of influence customer advocacy needs.

• Embody a constant attitude of driving accounts to substantial active use through Commvault Customer Success methodology.

• Computer Science Degree or equivalent is desired.

• Up to 4 years’ experience within a Support, Account, or Relationship Manager role.a

• Demonstrable ability to handle large deployments of hardware and software for SMB and Enterprise customers.

• Consulting experience with data centre operations

• Customer-facing experience, handling customer relationships in a commercial and government environment.

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

• Must have the ability to grasp new technical information quickly.

• Project Management experience

• Strong written and oral communication skill

• Demonstrated customer service, leadership and team interaction skills are required.

• Ability to handle various tasks and work well in a tense environment.

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

• Ability to convey technical information to business centric audiences.

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

• Must be fluent in English (written and verbal) to a professional level.

• Working Knowledge of hardware platforms (CPQ/HP, IBM, Dell, Etc.)

• Working knowledge of WAN technologies and TCP/IP networking

• Working knowledge of 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.

• Working knowledge of an enterprise application (Exchange, SQL, Oracle, Lotus Notes, etc.)

• Working knowledge of clustering or databases

• Working knowledge of disaster recovery and design capabilities

• Working knowledge with backup and recovery products (Simpana, Veritas NBU, CA, etc.)

• Ability to read and interpret complex diagrams and specification requirements.

• Commvault Product know is desirable but not essential.

• Business Administration Training and Project Management Training will be a plus.

• We offer an attractive compensation and benefits package.

• Employee stock purchase plan (ESPP)

• Continuous professional development, product training, and career pathing eg. Commvault Certifications

• Good company environment to work in with some of the best talent around!

• An all-embracing company culture, an opportunity to join our Employee Resource Groups

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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.

Commvault’s goal is to make interviewing inclusive and accessible to all candidates and employees. If you have a disability or special need that requires accommodation to participate in the interview process or apply for a position at Commvault, please email accommodations@commvault.com For any inquiries not related to an accommodation please reach out to wwrecruitingteam@commvault.com.