Technical Account Manager

As a Commvault Technical Account Manager, you must become a trusted advisor to Enterprise Customers and internal stakeholders, ensuring successful customer post-sale relationships. Demonstrate value and ROI for customers, acting as the central point of GS1 contact advocating for their success within Commvault. Focus on customer success, technical outcomes, renewals, and expansions. Teamwork, collaboration, critical and lateral thinking are essential. Adapt to shifting business demands and prioritize tasks effectively.

We are looking for a Technical Account Manager (TAM) focused on helping customers achieve cyber resiliency objectives. This role involves managing customer relationships, reducing churn, driving expansion, and improving customer experience through success plans. Responsibilities include delivering business challenges, consulting on architecture and infrastructure, and helping IT teams drive success with Commvault solutions within their organization.

The ideal candidate will be highly strategic, working closely with customers to ensure they fully leverage Commvault solutions. This role is accountable for driving high Gross Retention Rate (GRR) and Net Revenue Retention (NRR).

Key Responsibilities:

Customer Relationship Management:

• Build and maintain strong strategic relationships with key stakeholders in customer organizations within your assigned book of business.
• Serve as the main contact, aligning customer goals with our cyber resiliency solutions.
• Regularly meet with customers to review progress, assess needs, and offer tailored cyber resilience guidance.
• Drive customer outcomes and demonstrate the return on investment of Commvault's technologies.
• Work closely with the wider account team to ensure positive customer outcomes.

Cyber Resiliency Strategy:

• Serve as a reliable technical advisor, assisting customers in the sustained implementation and utilization of effective cyber resiliency strategies to safeguard their business. Ensure customer business objectives are aligned with their technical solutions.
• Maintain awareness of industry trends, cyber threats, and emerging technologies to offer pertinent insights and recommendations to customers.
• Facilitate technical discussions with customer teams to guarantee smooth integration and adoption of solutions that address their sophisticated requirements.

Customer Experience & Advocacy:

• Provide exceptional customer experiences through proactive, personalized approach that fosters trust and loyalty.
• Serve as an advocate for customers within the company, ensuring their feedback and needs are accurately represented in product development and service enhancements.
• Enhance customer advocacy by transforming satisfied customers into case studies, references, and advocates of our solutions.
• Act as a liaison between the customer and the broader Commvault ecosystem, including Customer Support, Product Management, Development, Marketing, and Leadership.
• Establish relationships with partners and other vendors within the customer ecosystem.

Revenue and Sentiment Management:

• Maintain high GRR by fostering strong customer relationships and delivering exceptional results.
• Increase NRR through customer expansion efforts, promoting new products and driving revenue.
• Monitor strategies with data and metrics, adjusting as needed to achieve retention and growth goals.
• Excel at working with customers within a consumption model, ensuring successful onboarding and ongoing success.

Required Skills, Experience and Qualities

• Passion for Customer Success: A commitment to assisting customers in achieving their goals and utilizing Commvault’s solutions to their fullest extent.
• Team Player: Ability to work collaboratively with internal teams and external partners to support customer success.
• Outstanding Collaboration Skills: Strong communication and interpersonal skills to build and maintain relationships with both customers and colleagues.
• Critical and Lateral Thinking: The ability to analyze complex situations, think creatively, and develop effective solutions.
• Adaptability: Flexibility to handle changing business priorities and the ability to prioritize tasks efficiently.
• Project Management: Highly organized with strong project management skills, particularly in a fast-paced and evolving product landscape.
• Communication Skills: Ability to communicate effectively in both written and verbal forms in the required language for the role. Critically the ability to understand and translate technical details into business requirements.
• Exceptional Presentation Skills: Able to communicate effectively with technical teams and executives, adapting content to suit different audiences.
• Experience: 5 or more years of experience in Technical Account and Relationship Management and management of Enterprise-level customers.
• Security: Knowledgeable in Cyber Resiliency, Data Management, and Security solutions and principles.
• Cloud Native: Experience with cloud platforms (AWS, Azure, GCP) and Data Center Technologies, including storage, networking, virtualization, operating systems, and enterprise data systems.
• Technical Knowledge: Strong understanding of various aspects of Information Technology: Hardware platforms (HP, HDS, EMC, IBM, Dell, etc.); WAN technologies and TCP/IP networking; Windows/Unix/Netware/Linux OS Platforms; Fiber-Channel (SAN) design methodology; business continuity, disaster recovery, and design methodology; backup and storage management products (Symantec, EMC, IBM); tape libraries and VTL Enterprise applications (Exchange, Oracle, SQL, etc.); virtualization and clustering. UNIX and Scripting platform would be a plus.
• Travel Requirements: The role requires periodic travel within the designated region, which may include overnight stays.

Preferred Certifications:

• Azure AZ900, AWS, GCP, relevant cloud vendor certification
• Virtualization certification (Broadcom, Microsoft, OpenShift)
• Security certification (Security+, CompTIA)
• Previous Commvault certifications

Full professional working proficiency in French (oral and written) is required.

You’ll love working here because:

• Employee stock purchase plan (ESPP)
• Continuous professional development, product training, and career pathing
• Generous competitive benefits supporting your health, financial security, and work-life balance