Customer Success Manager (Remote - Southeast, USA)

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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