Escalation Manager

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 Escalation Manager will work in close partnership with cross-functional post sales delivery, Customer Support, Product Management, Development, and Account teams to ensure timely resolution to issues that may be impacting sales, sales productivity, or customer satisfaction. This is a great opportunity for a proactive, driven and service delivery focused individual to come in, make things happen and grow the role!

What you'll do...

*Proactive review and trending analysis of incident histories & leading indicators

*Consulting with support management around customer care programs

*Manage complex customer situations, coordinating the actions of the Customer Support, Account Team, Professional Services (including partner resources where appropriate), and Commvault Development.

*Ownership for driving progress and resolution of critical customer escalations.

*Responsible for ensuring daily progress updates on key escalated issues from engineering to support and support to partner or customer and sales teams.

*Ensure support engineer and engineering are working off of clear established action plans (ex. Who, What, When) and delivering within established SLA's.

*Provide mission critical support, monitor complex and critical issues and work closely with the Support engineers to ensure proper escalation and resolution processes are utilized.

* Schedule and lead weekly conference calls with customer to provide status updates on open cases.

* Participate in weekly prioritization meetings between sales, customer support and engineering.

* Maintain and expand working knowledge of current Commvault products and their business applications.

Who you are...

*BS in a Computer Science or other technology degree preferred.

*5+ years of client facing sales and/or services delivery roles.

*Verbal and written communication in French is a plus

*Enterprise application exposure and knowledge of (Oracle, Exchange, Informix, SharePoint, etc.) a plus.

*Knowledge of tape drives, libraries, storage arrays, storage networking, networking protocols, and general connectivity in multi-platform enterprise environments.

*Excellent communication skills

*Strong organizational skills

*Strong analytical and end to end problem solving skills.

*Willingness and ability to travel (very occasionally).

Meet the Hiring Manager: Arun Prasad

You'll love working here because:

• High income earning opportunities based on self-performance

• Employee stock purchase plan (ESPP)

• Continuous professional development, product training, and career pathing

• Generous global benefits

Ready to #makeyourmark at Commvault? Apply now!

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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.

For our Candidates to prioritize your security:

Commvault has been made aware of email and/or text correspondence scams that falsely state that the senders are from the Commvault HR team and/or a member of our leadership team. The scammers even conduct false interviews via email or text and then request personal information (name, address, birthdate, social security number, etc.) when returning the signed offer letter. Please note that Commvault does not conduct interviews by email or text, and we will never ask you to submit a W4 via email orprior to your first day of employment.

If you think you have been targeted in this recruiting scam, please reach out to us at wwrecruitingteam@commvault.com. You can also find more tips about job scams and how to avoid them on the FTC's website.