Digital Success 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, were committed to an excellent work culture that adopts 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.

The role:

As a Digital Success Manager, you will use data-driven methodologies for driving onboarding, adoption, expansion and renewals at scale through various channels such as email, in-app guides, online community, and direct engagements as needed with Customers in your assigned region or Customer segment. Customers led by the Digital Success team require personalized interactions, including simplistic processes for Onboarding, Adoption, Expansion and Renewals. Your skills with personalization at scale will be used to deliver world-class experiences through multiple channels to meet Customer and maintain Revenue, Sentiment and Retention goals.

What you will do:

• Leverage Gainsight and other communication technologies to drive customer onboarding, adoption, and expansion of their Commvault portfolio.

• Implement messaging campaigns, including content and email sequences, using Gainsight and Marketo to achieve outcomes related to retention and expansion.

• Provide feedback on new and/or improved email sequences to improve the customer experience with Commvault technologies.

• Ensure the execution of customer engagement goals identified in the Digital Success Customer Journey Map, ensuring required touchpoints and feedback requests are addressed and appropriate feedback opportunities are realized.

• Assist the broader team with developing and implementing new digital engagement initiatives that enable better personalization and customer management at scale.

• Identify and mitigate risks for customers who express a need or desire to engage directly with the Digital Success team through interactions and CSAT survey feedback, as well as internal shared mailboxes for customer interactions.

• Engage and collect feedback from customers during scheduled recurring feedback meetings, identifying risks and opportunities for expansion.

• Drive expansions proactively by analyzing subscription consumption trends and other data within internal Commvault business systems to find opportunities to protect more customer data and infrastructure.

• Escalate issues proactively with internal teams when incorrect customer contacts are assigned, or when customers are unresponsive to digital engagement, to prevent the loss of time in establishing contact with new customers.

• Ensure customers fulfil their objectives TimeToOnboard, TimeToAdopt, and TimeToValue SLAs as defined by Customer Success Leadership for your assigned segment and/or book of business.

Who you are:

• Minimum of two years experience in an account management role or other customer-facing roles that require engagement and driving outcomes.

• Experience with Customer Success methodologies and managing expansion and renewal cycles.

• Passion for the customer experience and the ability to use that passion to improve the end customer experience.

• Familiarity with digital communication platforms such as Gainsight and crafting email sequences.

• Ability to independently lead ambiguity to ensure customers meet their technical objectives in a multifaceted and fast-paced SaaS environment with rapidly evolving product functionality.

• Understanding of data center operations, including but not limited to networking, storage, compute, virtualization, databases, and Backup as a Service solutions to achieve customer outcomes.

• Completion of all assigned technical enablement training while running a demanding schedule of customer interactions.

• Experience with Gainsight and Journey Orchestrator is a plus.

• Technical certifications, a college degree, or equivalent experience related to data management, cloud services, or SAAS demonstrated ability.

• Must be fluent in English language both written and verbal to business level.

You will love working here because:

• We offer an attractive compensation and benefits package.

• Employee stock purchase plan (ESPP)

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

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

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

Join us in shaping the future of cyber resilience – where your skills, innovation, and passion make a real impact. Together, we will redefine whats possible in the world of data protection and business resilience!

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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.