Technical 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 Technical Account Manager to join our team on a full-time basis in Egypt!

What you will do:

The Technical Account Manager (TAM):

• 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.

• 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.

• 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.

• 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 (<75%) within an assigned regional location.

• 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.

• 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.

• 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:

• 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.

• Perform an initial “Customer Profile Document” within 60 days of engagement, to be refreshed every 90 days.

• 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 90 days.

• Provide enhancements and quality support to the ESP customer by working with Commvault Account Management and Customer Support Team.

• The TAM will also be tasked to meet the following objectives:

• 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.

• 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.

• 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.

• Use in-depth knowledge of Customer to find opportunities within accounts and communicate these opportunities to the Commvault Account Team.

• 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.

• Continually stay up to date with new technologies and new Commvault products

• Work as part of the ESP Team to lead customer relationships and develop rapport.

• Improve individual, team, and customer knowledge of Commvault solutions.

• Work with the ESP Program Manager to advance and define the Enterprise Success program to meet customer expectations.

How you will make a difference:

• The TAM will also be tasked to meet the following objectives:

• 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.

• 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.

• 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.

• Use in-depth knowledge of Customer to find opportunities within accounts and communicate these opportunities to the Commvault Account Team.

• 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.

• Continually stay up to date with new technologies and new Commvault products

• Work as part of the ESP Team to lead customer relationships and develop rapport.

• Improve individual, team, and customer knowledge of Commvault solutions.

• Work with the ESP Program Manager to advance and define the Enterprise Success program to meet customer expectations.

What you will need to be successful:

• Proven technical background and analytical skills.

• Strong written and oral communication skills

• Strong organisational skills with an ability to handle challenging client demands.

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

• Ability to convey technical information to business-centric audiences.

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

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

• 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

• Working knowledge of disaster recovery and design capabilities

• Solid understanding with backup and recovery products (Commvault, Veritas NBU, CA, etc)

• Some travel to customers sites will be required.

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

Skills and experience that could set you apart:

• 5+ years of hands-on experience administering/handling Commvault software.

• Previous experience delivering enterprise-class Commvault solutions.

• Training in Account and Relationship Management.

• Consulting experience including design and implementations.

• Previous Technical Support experience, working with large enterprise customers.

• 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 where you will work with some of the best talent around!

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

Are you ready to make a difference? Join Commvault in helping our customers protect their data in a very difficult world!

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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.