• Job Description

  Req#: R0010296

  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.

  JOB DESCRIPTION:

  The SaaS MSP Technical Success Manager serves as an advanced technical resource dedicated to supporting Managed Service Provider (MSP) partners within the Commvault Cloud MSP Program. In this role, you will collaborate with various teams within Commvault, including management, operations, engineering, and architecture, to ensure that MSP partners achieve optimal outcomes and derive maximum business value from their Commvault Cloud MSP investment.

  Position Summary:

  As a SaaS MSP Technical Success Manager, your primary responsibility is to cultivate strong customer relationships, becoming a trusted advisor to our partners, and taking ownership of the success of the post-sales partnership. Your overarching goal is to facilitate the partner's success through the effective utilization of Commvault's technologies and to deliver an exceptional service delivery experience. You will be accountable for driving customer outcomes and demonstrating tangible value, measured through key performance indicators such as onboarding, adoption, expansion, and end-customer retention.

  In this role, you will collaborate closely with cross-functional colleagues from Product Management, Customer Support, and Engineering, to ensure that MSP partners achieve optimal outcomes and derive maximum business value from their Commvault Cloud MSP Partnership.

  Responsibilities:

  • Support and monitor the execution of business processes by MSP partners, ensuring that they add value to their businesses through the adoption and utilization of Commvault technologies.

  • Serve as the primary point of contact for MSP partners, leveraging internal relationships and processes to address concerns and enhance their overall experience.

  • Foster strong relationships with MSP partners, maintaining regular communication through the MSP Portal and tracking L3/L4 support performance.

  • Facilitate the onboarding process for MSP partners, providing guidance on key processes, escalation pathways, and initial account/user setup.

  • Drive technical outcomes directly with customers, including onboarding, adoption, and risk mitigation, while ensuring alignment with team objectives.

  • Develop a comprehensive understanding of MSP partner offerings and target segments to deliver tailored technical experiences across a portfolio of customers.

  • Provide technical enablement to MSP Partners for all Commvault Cloud service offerings, including onboarding, risk mitigation, and training for both existing and new product features and workflows.

  • Share best practices to mitigate churn and proactively manage "at-risk" accounts through innovative strategies, while driving technical outcomes to meet team goals.

  • Collaborate with Customer Success Managers, Support, and other internal teams to ensure team goals for TimeToOnboard, TimeToAdopt, and TimeToValue SLAs are achieved.

  • Gather feedback on products and processes to continuously improve the Commvault customer journey and enhance overall partner experience.

  Requirements:

  • Minimum four years of experience in a customer-facing position driving technical outcomes, preferably in the SaaS or Subscription Enterprise software domain.

  • Demonstrated ability to collaborate and accomplish team goals in a fast-paced and dynamic competitive product landscape.

  • Superior communication skills and proficiency with Microsoft Office tools.

  • Technical certifications, college degree, or equivalent experience related to cloud services or data management.

  • Ability to independently manage ambiguity and prioritize tasks in a dynamic SaaS environment.

  • Technical Certifications, College Degree or equivalent experience related to Data Management, Cloud Services, or BaaS domain experience.

  • 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.

  • Commitment to continuous self-enrichment through online training and product enablement activities.

  In this role, you will play a critical role in driving the success of MSP partners, leveraging your technical expertise and customer-centric approach to ensure the achievement of desired outcomes and business value.

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  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 accommodations@commvault.com For any inquiries not related to an accommodation please reach out to wwrecruitingteam@commvault.com.

• About the company

  Commvault protects your organization's data through one complete solution. Providing peace of mind with data backup and disaster recovery.

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