Customer Success Manager

3 days ago

Cairo, Cairo, Egypt Commvault Full time

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:

As an organization, we're committed to an excellent work culture that adopts our values and promote professional growth. Our vaulters are passionate innovators who work together to uncover new challenges that can be solved. We are proud that the focus of every vaulter is to drive our customer's business forward. We're all about getting the job done and having FUN doing it. As vaulters, we pride ourselves on visibility, integrity and respect in everything that we do. NOW is the time to join a growing company with strong roots, where you can take on your new challenge.

The role:

As a Customer Success Manager, you will become a trusted advisor to customers and internal team members while owning the success of the overall post-sales relationship. The Customer Success Manager will help demonstrate the value (return on investment) for our customers and be a pivotal 'go-to' contact, advocating and facilitating successful customer outcomes throughout the broader Commvault organization.

What you will do:

To succeed in this role, you will need to focus on customer success, onboarding, renewals, expansions, be a great teammate, and have outstanding collaboration skills. Ability to handle the shifting business demands and to prioritize tasks appropriately.
What you'll do...
Guide the customer throughout their journey lifecycle. Ensuring they achieve all their activation, onboarding, adoption, and renewal phases.
Develop dynamic success plans that will demonstrably deliver on customer expectations.
Act as the trusted advisor for customers, using internal business relationships and processes to resolve concerns, and improve the customer experience.
Build strong customer relationships that will help retain and expand their footprint with Commvault Cloud, powered by Metallic AI
Lead customer meetings and ongoing business reviews, presenting progress of key success criteria.
Monitor account health and relevant meaningful metrics to ensure continued adoption, and alignment with the customer's objectives for overall success. Proactively identify and prevent churn risk.
Facilitate Metallic onboarding, including key processes, customer enablement, critical issue pathways, and initial account/user setup.
Develop ongoing education campaigns that lead to promoting software value and help grow customer loyalty and retention.
Deliver customer renewals and expansions on listed financial targets leadership.
Deliver technical onboarding for Metallic O365 Workloads, including basic cloud configuration and administration tasks.
Ensure revenue and sentiment goals are accomplished for your assigned book of business.
Present status of revenue, sentiment and engagement monthly within internal business reviews, highlighting areas of risk and driving mitigation.
Find opportunities to drive loyalty with your customers, delighting them with your product knowledge and ability to identify their unmet needs and drive next steps.
Ensure customer risks are forecasted well in advance of critical customer phases, enabling the leadership team time to create and delivery mitigations that may span contract changes, product changes, or additional engagement from various product teams.

Who you are...

Proven understanding of customer success and/or customer experience methodologies.
Map customers' business requirements to product capability
Work autonomously to deliver on responsibilities and objectives.
Excellent listening skills and the ability to guide change and empower various team members, supported by good communication, presentation, and influencing abilities.
Highly organized with strong project management skills, in a fast paced and constantly evolving product landscape.
Complete internal sales handovers to ensure smooth customer experience, ensuring continuity of relationships with customers by understanding their needs prior to engagement.
Work in a fast-paced environment, balancing multiple priorities.
Excellent presentation skills, generating content and awareness for executives thru briefings and internal sales meetings.
Demonstrated experience as a self-starter to maintain technical proficiency in a fast paced, dynamic competitive product landscape, leveraging your skills and experience to drive value and prioritize what matters most for customers and the business.
Must be fluent in English language both written and verbal to business level.

Customer Success Manager

Manager, Customer Success