Technical Account Manager

Location: Bengaluru

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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

The Technical Account Manager works with customers who subscribe to Commvault's Customer Success ESP Program. You will align with customers to provide strategic and tactical mentorship and assist with technical issues. You will also work with key partners (both internal and external) to review business and operational challenges, provide architectural and infrastructure guidance, and propose enhanced solutions to ensure the success of the customer's Commvault solution.

As a TAM, you are responsible for providing sophisticated technical support to ESP Customers of Commvault. Tasked with providing tactical and strategic mentorship, partnering with Commvault Sales teams, sharing customer sentiment, and providing insights regarding their customers.

What You'll Be Doing...,

TAM works with a team of support professionals that bring together the full variety of technical and business proficiencies needed to assist Commvault Enterprise Success Program ('ESP') customers with the achievement of their priorities, consistent with Commvault goals and objectives. The TAM provides sophisticated technical knowledge assistance to Customers enrolled for ESP.
Enterprise Success Account Manager, (SAM) is a full-time employee that handles engaging our ESP Customer. The TAM and SAM will partner together to provide support and assist with strategic technical mentorship.
TAM will provide consulting and support to deliver the following tasks below to the ESP Customer based on direction from the Program Manager, or the Commvault Services Management and will:
Act as a strategic technical point of contact for ESP Customers. Ensuring a strong and flawless relationship by maintaining communication based on the customer initiatives and as needed additional support of team resources, ESP SAM Team, Support Management, Sales, and Sales engineer.
Perform an initial 'Customer Profile Document' within 60 days of engagement, to be refreshed every 90 days.
Serve as a liaison between customer, Customer Support, Product Management, and Development. This plan will focus on Customer, (Site Architecture, Business Objectives, and Requirements) to be renewed at 90 days interval.
Provide improvements and quality support to the ESP customers by working with Commvault Account Management and Customer Support Team.
The TAM will also be tasked to meet the following objectives:
Raise and manage customer-raised support issues to the SAM Team. Ensure adherence to processes that will support and align the ESP SLA requirements. Assist in qualifying Customer concerns associated with support issues as warranted.
Coordinate monthly, or as required, scheduled on-site meetings with customer to inform the customer of new technologies, best practice adherence guidelines, or knowledge transfer sessions.
Use in-depth knowledge of Customers to find opportunities within accounts and communicate these opportunities to the field sales team.
Participate in Quarterly Business Reviews with SAM team and engage with Customer and Commvault management to establish or revise…