JOB DESCRIPTION

Join our Enterprise Success Team! As a TAM, you will work with Tier 1 & 2 customers to strategically improve their overall experience by providing best in class service customized to their technical environment. You will work side-by-side with key internal partners to review the following needs: business and operational challenges, architectural & infrastructure consulting, and enhanced solutions for internal IT groups.

What You’ll Do:

• Work with a team of support professionals to assist Commvault’s Enterprise Support Program (ESP) customers in achieving their priorities.
• Partner with the Support Account Manager (SAM) to provide tactical and strategic guidance for sustained Commvault environments.
• Act as a strategic technical point of contact for ESP customers, maintaining strong communication and collaboration with internal teams.
• Complete a “Customer Profile Document” within 60 days of engagement and refresh it every 90 days.
• Serve as a liaison between the customer and internal teams including Support, Product Management, and Development.

Key Responsibilities:

• Manage customer-raised support issues and ensure alignment with ESP SLA requirements.
• Coordinate regular on-site or virtual meetings to share updates, best practices, and knowledge.
• Provide senior-level technical assistance to identify and resolve issues impacting Commvault deployment success.
• Use in-depth knowledge of Customer to identify other solutions opportunities within accounts and communicate them to the Commvault Account Team.
• Participate in Quarterly Business Reviews and collaborate on process improvements.
• Work with the ESP Program Manager to evolve the ESP Support framework.

Who You Are:

• Experience with cloud platforms such as AWS, Azure, or GCP is preferred.
• Successful management of large-scale, billable customer programs.
• Proven technical background in enterprise-class Commvault solutions.
• Advanced skills in Windows and UNIX server administration and troubleshooting.
• Ownership mindset with the ability to drive projects to resolution.
• Broad IT knowledge including hardware platforms, networking, OS platforms, SAN design, disaster recovery, backup/storage products, enterprise applications, and virtualization.
• Experience with data protection, archiving, and replication.
• Formal training in Account and Relationship Management.
• Familiarity with modern deployment methodologies and infrastructure design.
• Bachelor’s or Master’s degree or equivalent technical training.
• Regular collaboration with the ESP SAM team to ensure customer success.
• Willingness to travel within the US (up to 25%) for dedicated assignments.
• French Speaker preferred

You’ll Love Working Here Because:

• Continuous professional development, product training, and career pathing.
• An inclusive company culture, with the opportunity to join our Employee Resource Groups (ERGs).
• Generous benefits supporting your health, financial security, and work-life balance.
• Employee stock purchase plan (ESPP).

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