Technical Account Manager @ CommVault Systems

Desired Candidate Profile

The Technical Account Manager (TAM) will work with Tier 1 & 2 customers to drive successful adoption and expansion align to Customers and Commvault strategy. Responsibilities will include customer satisfaction, quality of Service, customer advocate and own the overall support and service relationship.

The TAM collaboratively works with key internal stakeholders to review the following needs: business and operational challenges, architectural & infrastructure consulting, and enhanced solutions for Commvault Solutions. This role is targeted to provide a mix of onsite and offsite customer service management.

The TAM will typically report directly to the Enterprise Support Program Manager, and additionally may report to a local manager within the region.

The TAM position will periodically be on a dedicated assignment that requires overnight travel, within their geographic region (Americas, EMEA and APAC).

Responsibilities and Duties:

The Technical Account Manager (TAM) works with a team of support professionals that bring together the full range of technical and business competencies needed to assist Commvaults Enterprise Support Program (ESP) customers with the achievement of their priorities, consistent with Commvaults goals and objectives.

Work closely with The Enterprise Support Account Manager, (SAM) and provide support and assist with tactical and strategic guidance.

The TAM provides advanced technical knowledge assistance with ESP Customers as part of the ESP.

Advocate customer needs/challenges and acts as a liaison between customer, Customer Support, Product Management, and Development with focus on the Customer (Site Architecture, Business Objectives, Business Requirements)

Deliver regular reporting (Weekly, Monthly, Quarterly and Customer Profile portfolio) with each assigned client, while focusing on executive and business dashboards, and program status

Act as a strategic technical point of contact for customers, and ensures a strong and seamless relationship by maintaining communication based on the customer initiatives and as needed additional Commvault resources Global ESP Teams, Support Management, Sales, Professional Services and Sales Teams

Provide Support and Enhancements to the Customer by partnering with Commvault Account Management and Support teams

Schedule on-site meetings with the customer to inform of new technologies, best practice adherence guidelines, or knowledge transfer sessions

Uses in-depth knowledge of the Customer to identify other solutions opportunities within accounts, and communicate these opportunities to the Commvault Account Team

Participates in Quarterly Business Reviews with the Commvault ESP and Account teams and engage with Customer to establish or revise procedures and processes

Additional TAM Requirements (non-objective)

Work as part of the ESP Support Team to manage customer relationships and develop customer rapport.

Enhance individual, team and customer knowledge of Commvault solutions through Best Practices.

Work with the ESP Program Manager in advancing and defining the ESP Support program scope utilizing qualitative criteria, technical, and Customer business specifications.

Mentor TAMs and provides technical guidance, through documentation and classes.

Reviews designs and agendas for TAMs.

Education:

UG:   Any Graduate - Any Specialization

PG:  Any Postgraduate - Any Specialization

Doctorate:  Doctorate Not Required

Contact Details:

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Keyskills:   customer service management service sales customer support accounting operations customer satisfaction enterprise support program management product management