• Leverage Gainsight and other communication technologies to drive customer onboarding, adoption, and expansion of their Commvault portfolio.
• Implement messaging campaigns, including content and email sequences, using Gainsight and Marketo to achieve outcomes related to retention and expansion.
• Provide feedback on new and/or improved email sequences to improve the customer experience with Commvault technologies.
• Ensure the execution of customer engagement goals identified in the Digital Success Customer Journey Map, ensuring required touchpoints and feedback requests are addressed and appropriate feedback opportunities are realized.
• Assist the broader team with developing and implementing new digital engagement initiatives that enable better personalization and customer management at scale.
• Identify and mitigate risks for customers who express a need or desire to engage directly with the Digital Success team through interactions and CSAT survey feedback, as well as internal shared mailboxes for customer interactions.
• Engage and collect feedback from customers during scheduled recurring feedback meetings, identifying risks and opportunities for expansion.
• Drive expansions proactively by analyzing subscription consumption trends and other data within internal Commvault business systems to find opportunities to protect more customer data and infrastructure.
• Escalate issues proactively with internal teams when incorrect customer contacts are assigned, or when customers are unresponsive to digital engagement, to prevent the loss of time in establishing contact with new customers.
• Ensure customers fulfill their objectives TimeToOnboard, TimeToAdopt, and TimeToValue SLAs as defined by Customer Success Leadership for your assigned segment and/or book of business.

Required Qualifications

• Minimum of two years' experience in an account management role or other customer-facing roles that require engagement and driving outcomes.
• Experience with Customer Success methodologies and managing expansion and renewal cycles.
• Passion for the customer experience and the ability to use that passion to improve the end customer experience.
• Familiarity with digital communication platforms such as Gainsight and crafting email sequences.
• Ability to independently lead ambiguity to ensure customers meet their technical objectives in a multifaceted and fast-paced SaaS environment with rapidly evolving product functionality.
• Understanding of data center operations, including but not limited to networking, storage, compute, virtualization, databases, and Backup as a Service solutions to achieve customer outcomes.
• Completion of all assigned technical enablement training while running a demanding schedule of customer interactions.

Preferred Qualifications

• Experience with Gainsight and Journey Orchestrator is a plus.
• Technical certifications, a college degree, or equivalent experience related to data management, cloud services, or SAAS demonstrated ability.

You’ll love working here because:

• Continuous professional development, product training, and career pathing
• An inclusive company culture, opportunity to join our Community Guilds
• Generous global benefits

Ready to #makeyourmark at Commvault? Apply now!

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Thank you for your interest in Commvault. Total compensation for this role is market competitive, and within the below base salary range:

We’re proud to offer competitive benefits that care for you and your family through our 401K plan, health benefits (including medical, dental, and vision available for families and domestic partners), and pet insurance for your furry family members. You can also find the details of our U.S. benefits by visiting benefits.commvault.com.

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.