Customer Success Manager

Recruitment Fraud Alert

We’ve learned that scammers are impersonating Commvault team members—including HR and leadership—via email or text. These bad actors may conduct fake interviews and ask for personal information, such as your social security number.

What to know:

• Commvault does not conduct interviews by email or text.

• We will never ask you to submit sensitive documents (including banking information, SSN, etc) before your first day.

If you suspect a recruiting scam, please contact us at [email protected]

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.

The Opportunity:

As a Customer Success Manager, the role involves becoming a trusted advisor to customers and internal partners while owning the success of the overall post-sales relationship. Demonstrating the value and return on investment for customers is crucial, serving as a pivotal ‘go-to’ contact who advocates and facilitates successful customer outcomes throughout the broader Commvault organization. Success in this role requires a focus on customer success, onboarding, renewals, and expansions. Being a team player with outstanding collaboration skills and the ability to think both critically and laterally is crucial. Coping with shifting business demands and prioritizing tasks appropriately is also vital.

What you’ll do…

• Act as a customer's guide throughout their journey, ensuring they achieve all milestones in their activation, onboarding, adoption, and renewal phases.

• Develop dynamic success plans that demonstrably deliver on customer expectations and handle exceptions. Act as a trusted advisor for customers, using internal business relationships and processes to resolve concerns and improve the customer experience.

• Build strong customer relationships that help retain and expand their footprint with Metallic. Lead customer meetings and ongoing business reviews, presenting progress on key success criteria.

• Monitor account health and important metrics to ensure continued adoption and alignment with customer objectives for overall success. Proactively identify and prevent churn risk.

• Facilitate Metallic onboarding, including key processes, customer enablement, escalation pathways, and initial account/user setup. Develop ongoing nurture and education campaigns that promote software value and help grow customer loyalty and retention.

• Deliver customer renewals and expansions, meeting financial targets set by Commvault Leadership. Ensure customers move efficiently through their journey phases, meeting the time-sensitive goals set by Commvault Leadership.

• Deliver technical onboarding for Metallic O365 workloads, including basic cloud configuration and administration tasks. Ensure revenue and sentiment goals are accomplished for your assigned book of business.

• Present the status of revenue, sentiment, and engagement monthly in internal business reviews, highlighting areas of risk and driving mitigation. Find opportunities to drive customer loyalty, delighting customers with product knowledge and the ability to identify their unmet needs and drive next steps.

• Ensure customer risks are forecasted well in advance of critical milestones, giving the leadership team time to build and deliver mitigations that may include contract changes, product changes, or additional engagement from various product teams.

Who you are?

• Possess a strong understanding of customer success and/or customer experience methodologies.

• Map customers' business requirements to product capabilities and work autonomously to deliver on responsibilities and objectives.

• Exhibit excellent interpersonal skills, with the ability to guide change and empower various partners, supported by strong communication, presentation, and influencing abilities.

• Be highly organized with strong project management skills in a fast-paced and rapidly evolving product landscape.

• Complete internal sales handovers to ensure a smooth customer experience, maintaining continuity of relationships by understanding customer needs prior to engagement.

• Demonstrate experience as a self-starter, maintaining technical proficiency in a fast-paced and dynamic competitive product landscape.

• Leverage skills and experience to find opportunities, drive value, and prioritize what matters most for customers and the business.

You’ll love working here because...

• Continuous professional development, product training, and career pathing

• An inclusive company culture, an opportunity to join our Community Guilds

• Personal accident cover and Term life cover

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 [email protected] For any inquiries not related to an accommodation please reach out to [email protected].

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