Senior Success Account Manager (US Shift)

The Opportunity:

As a Senior Success Account Manager (SAM) at Commvault, you will be instrumental in fostering and maintaining strong, long-term relationships with both customers and internal stakeholders. Your primary mission is to drive customer success by ensuring positive post-sales experiences, delivering measurable outcomes, and showcasing the value of Commvault’s solutions.

As part of the Commvault Cloud Success Services team, you will help support our largest customers, taking ownership of the overall customer relationship at the account level. Collaborating closely with Technical Account Managers (TAMs), Sales, and Renewals teams, you will serve as a pivotal team member, ensuring smooth issue resolution and managing escalations to successful outcomes.

Additionally, you will provide critical situation management from the field, acting as a key liaison between Technical Support, Software Engineering, Field Operations, and other key stakeholders to align customer needs with Commvault’s capabilities. Your role is essential in driving customer satisfaction, retention, and long-term success.

The Success Account Manager must exhibit a strong work ethic and excel in a dynamic, often unstructured environment. The ideal candidate will be highly strategic, collaborating closely with customers and internal stakeholders to ensure that customers derive maximum value from Commvault services, thereby driving both high Gross Retention Rate (GRR) and Net Revenue Retention (NRR).

What you’ll be doing…,

Account/Customer Escalations:

• Drive resolution to intricate customer scenarios by coordinating the efforts of the Customer Support, Account Team, Professional Services (including partner resources as necessary), and Commvault Engineering, while keeping all stakeholders aligned.

• Document issues, set priorities, and track resolutions to meet customer expectations using custom success plans.
• Resolve low CSAT scores to improve year-over-year.
• Establish a clear communication schedule and plan with the customer and internal stakeholders.
• Lead escalation meetings, presenting key success criteria progress.

Support Engagement:

• Oversee customer support interactions to track and manage critical support incidents.
• Analyze and document patterns in problem and incident management to enhance customer enablement. Collaborate with internal teams to develop plans and content that improve customer knowledge and reduce resolution time.
• Collaborate with the support team managers to ensure progress and resolve issues.
• Discuss ticket priority with customers, understand their business context, and ensure severity aligns with requirements.

Customer Success:

• Develop and maintain strong, long-term relationships with customers and internal stakeholders.
• Drive customer outcomes and demonstrate the return on investment of Commvault's technologies.
• Ensure adherence to processes so that customers are aware of support and escalation procedures to improve resolution times.
• Ensure customers are progressing through their journey phases in line with the time-sensitive goals set by Commvault Leadership.
• Identify and suggest opportunities to enhance Enterprise Success Services to improve customer experience.

Revenue and Sentiment Management:

• Reduce churn and improve retention by identifying and documenting risks through close monitoring of account health and addressing issues before they escalate.
• Ensure revenue and sentiment targets are met for your assigned book of business.
• Present the status of revenue, sentiment, and engagement bi-weekly/monthly during internal business reviews, highlighting areas of risk and driving mitigation efforts.
• Identify opportunities to drive growth with customers, collaborating with internal stakeholders to secure expansions.
• Forecast customer risks well in advance of critical milestones, enabling the leadership team to develop and implement mitigations that may include contract changes, product adjustments, or additional engagement from various product teams.

Who you are??

• 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 analyse 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.
• Technical Competency: Understanding of customer success and/or customer experience methodologies and the ability to align customers’ business requirements with product capabilities.
• Communication Skills: Ability to communicate effectively in both written and verbal forms in the required language for the role.
• Exceptional Presentation Skills: Able to communicate effectively with technical teams and executives, adapting content to suit different audiences.

Qualifications and Experience:

Experience: 8+ years in customer success, account management, or a related role.

Technical Knowledge: Commvault Certified Professional or willingness to learn.

Communication Skills: Excellent written and verbal skills.

Problem-Solving: Proven ability to resolve customer issues effectively.

Travel Requirements: Limited travel may be required, which varies by region.If you are passionate about customer success and ready to take on a challenging and rewarding role, we encourage you to apply.