Senior Technical Success Manager

CommVault Systems

As a Sr Technical Success Manager: The role involves being a trusted technical consultant to customers and internal partners while sharing responsibility on owning the success of the overall post-sales relationship. Demonstrating the value A Technical Success Manager (TSM) is a pivotal contact who advocates and facilitates successful customer technical outcomes throughout the broader Commvault ecosystem. Success in this role requires a focus on customer success, technical goals, 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.

We are seeking a TSM with a strong focus on helping customers achieve their desired outcomes through cyber resiliency strategies. This role will be responsible for managing technical health, mitigating risk, driving customer expansion, and enhancing customer experience through structured success plans. The ideal candidate will be highly strategic, partnering closely with customers and internal teams to ensure they realize the full value of Commvault services. A TSM will be responsible for the results of high Gross Retention Rate (GRR) and Net Revenue Retention (NRR).

What You ll Do:

Risk Mitigation & Retention:

- Identify, document and mitigate technical risks of customers by closely monitoring customer health, technical success criteria and addressing issues before they escalate.

- Use a proactive approach to ensure customers are continuously satisfied with the service, support, and outcomes they are achieving.

- Conduct regular business reviews with customers to evaluate success and adjust technical strategies to reduce risk.

Drive High GRR & NRR Growth:

- Ensure high Gross Retention Rate (GRR) by maintaining consistent technical health for customer environments and delivering results that meet or exceed customer expectations.

- Drive Net Revenue Retention (NRR) growth through customer expansion initiatives, ensuring ongoing value realization, new product awareness and increased revenue.

- Use data, metrics, and success plans to monitor the success of implemented strategies and adjust course as necessary to hit retention and growth targets.

Strategic Partnership & Collaboration:

-Act as a technical consultant to ensure customers can align their technical stacks to Commvault solutions.

- Collaborate with internal teams, including sales, product, and escalation management, to ensure the successful delivery of customer outcomes.

- Share insights and best practices across teams to continuously improve the customer success process and enhance the customer journey.

Cyber Resiliency Strategy:

- Ability to recognize customer technical pain points or strategy gaps to bring to our sales or services counterparts for delivery

- Stay informed on industry trends, cyber risks, and emerging cloud technologies to provide relevant insights and recommendations to customers.

- Your ultimate goal is to bridge customer business outcomes with technical strategy and delivery.

Knowledge Sharing:

• You will develop expertise in designated technology areas, enabling you to support both customers and internal Customer Success team members effectively.
• Develop workshop materials for the customer success team to present to customers.
• Recognize question patterns and update Commvault documentation for clarity.

Position Requirements

• Minimum of 8+ Years of experience in a customer facing position driving Technical Outcomes, preferably in the Cyber Resiliency, SaaS, or Cloud ecosystems.
• Experience with cloud platforms (AWS/Azure/GCP) is preferred.
• Experience with SaaS Applications (M365, SFDC, etc).
• Experience with Data Center Technologies including storage, networking, virtualization, Operating Systems, Enterprise Data Systems.
• Superior communication skills and proficiency with basic features of Microsoft Office, Gainsight, Enterprise-level CRM Tools.
• Strong display of professional presentation skills to a wide audience from Admin to C-Level audiences.
• Fluency in one of these languages is a must (German, Italian, Dutch, Polish, Spanish, Portuguese)

Preferred Certifications:
- Azure AZ900, AWS, GCP, relevant cloud vendor certification

• -Virtualization certification (Broadcom, Microsoft, OpenShift, etc.)
• -Security Cert (Security+, CompTIA, etc.)
• -Previous Commvault Certifications