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Customer Success Manager (Remote - Southeast, USA)

Alabama, United States of America; Florida, United States of America; Georgia, United States of America; North Carolina, United States of America; South Carolina, United States of America; Tennessee, United States of America

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. 

Company Description

Commvault is the world’s most powerful backup and recovery software in the cloud and on any infrastructure, helping companies transform their data into a powerful strategic asset. Commvault data protection and information management solutions enable companies and organizations of all sizes, in all industries, to protect, access, and share all their data—anywhere and anytime.

As an organization, we are committed to a great work culture that embraces our values and promotes 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 transparency, 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.

Job Description Overview

The Partner Success team is focused on delivering World Class Partner Experiences for both Partners and Managed Service Providers, increasing the growth, loyalty, and profitability of the Partner by enabling the Partner to deliver business outcomes for Customers with Commvault Technologies. Partner Success Managers excel at Technical Enablement and are responsible for accelerating Time To Value for Partners, enabling Partners to succeed in driving Adoption and Expansion. In this role, you will provide both Technical Enablement and Recurring Engagement with our Partners, ensuring that Partners can Onboard, Adopt, and Expand their Service Offerings with Commvault. This role requires both Technical Skills and Relationship Management experience to ensure Partners can drive successful outcomes with their end customers, benefit from your accumulated knowledge related to deployment and supportability, combined with a business focus to expand the Partner's Service Offerings with Commvault.

Position Responsibilities

  • Collaborate with Partner Success Managers, Support, and other Commvault Teams to ensure Partners meet SLAs for TimeToOnboard, TimeToAdopt, and TimeToValue.
  • Collect, curate, and communicate Partner Status, Open Issues, Risk, and Mitigations using a combination of Gainsight, Microsoft Office, and other internal Commvault business systems to ensure a holistic assessment of Technical Health and Revenue Growth is captured properly in Gainsight and communicated internally with Customer Success Leadership.
  • Participate in Technical Evaluation of Partner Context for Risk Mitigation, Expansions, and requests from members of the Partner Success team for technical assessments of deployments.
  • Continuous Self-Enablement through online training curriculum to ensure Technical Competency with the Metallic Product and Platform, with a specialization on O365.
  • Engage with Technical Success Managers for assistance with Technical Enablement on the more complex Workloads, such as Endpoint and Virtual Environment backup and recovery.
  • Lead initiatives with Partner Success Managers, establishing what good looks like and mentoring Partner Success Managers for career development.
  • Technical Enablement on the Partner Success Hub, to enable Partners to successfully leverage workflows related to ARR growth, End Customer Consumption of Subscriptions, including Billing and Revenue operations.
  • Ability to successfully Onboard the SaaS Workloads for O365, including Azure configuration and implementing best practices for Backup and Recovery for the O365 Suite.
  • Ensure Partners have adequate training to resolve L1 and L2 Technical Support Cases internally, and liaison with Support, Product Management, and Engineering when needed to solve Technical or Workflow challenges as required.
  • Establish a relationship of trust with your assigned Partners/MSPs, providing recurring touchpoints and serving as the primary point of contact for escalations and tenant reviews.
  • Liaison across internal Commvault teams to improve the Partner Experience based on feedback from Partners.
  • Track Customer requests for Product Enhancements, advocating for completion of these changes across internal Commvault teams.
  • Drive Technical Outcomes to meet Team Goals for TimeToOnboard, TimeToAdopt, and TimeToValue.
  • Ensure Gainsight accurately reflects the state of a given deployment by modifying Timeline Entries to capture meeting notes, Gainsight CTAs have accurate and updated Status and Notes, and appropriate assessments of risk are provided in Gainsight and/or internal team tracking Microsoft Office spreadsheets, documents, and slides.
  • Ensure the Partner Success Team has accurate and timely notifications of Risk and Deployment status as part of team meetings and internal collaboration across the Partner Journey.
  • Enable MSPs within the MSPs Hub through creation of Demo environments, sharing key processes, best practices, and technical enablement as needed.

Position Requirements

  • Minimum of four years of experience in a customer-facing position driving Technical Outcomes, preferably in the Data Management As A Service domain with Partners.
  • Demonstrated experience collaborating and accomplishing team goals in a SaaS or Subscription Enterprise software company, leveraging your teamwork and collaboration skills to solve complex technical partner challenges.
  • Demonstrated experience as a self-starter to maintain technical competency in a fast-paced and dynamic competitive product landscape.
  • Ability to independently identify and mitigate partner Risk and provide feedback that will improve the partner Experience.
  • Superior communication skills and proficiency with basic features of Microsoft Office Spreadsheets, Documents, and Slides.
  • Technical Certifications, College Degree, or equivalent experience related to Data Management, Cloud Services, or BaaS domain experience.
  • Ability to independently manage ambiguity to ensure partners meet their Technical Objectives in a dynamic and fast-paced SaaS environment with rapidly evolving product functionality.
  • Understanding of data center operations, including but not limited to the application of networking, storage, compute, virtualizations, databases, and Backup as a Service solutions to accomplish Customer Outcomes.
  • Experience with Escalation Management and Resolution workflows, and a desire to mentor junior team members for career growth and leadership development

You'll love working here because:

  • Continuous professional development, product training, and career pathing
  • An inclusive company culture, opportunity to join our Employee Resource Groups (ERGs)
  • Generous benefits supporting your health, financial security, and work-life balance
  • Employee stock purchase plan (ESPP)

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Thank you for your interest in Commvault. Reflected below is the minimum and maximum base salary range for this role. At Commvault we use broad salary ranges in our job postings to reflect the diverse levels of expertise and experience among our candidates and is not reflective of the total compensation and benefits package. The specific salary offered will be determined based on your unique qualifications, including your relevant experience, skills, and the value you bring to the role. While the range provides a general idea of the compensation, it is important to note that placements within the range are not automatic and will be carefully considered to ensure a fair and competitive offer. We are committed to rewarding talent and experience.

US Pay Range

$72,250 - $195,500 USD

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.

For our Candidates to prioritize your security: 

Commvault has been made aware of email and/or text correspondence scams that falsely state that the senders are from the Commvault HR team and/or a member of our leadership team. The scammers even conduct false interviews via email or text and then request personal information (name, address, birthdate, social security number, etc.) when returning the signed offer letter. Please note that Commvault does not conduct interviews by email or text, and we will never ask you to submit a W4 via email or prior to your first day of employment. 

 

If you think you have been targeted in this recruiting scam, please reach out to us at wwrecruitingteam@commvault.com. You can also find more tips about job scams and how to avoid them on the FTC’s website. 

 

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