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Digital Success Manager

3 months ago

Bangalore, India 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 â keeping data safe and businesses resilient. The companyâs 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:

Digital Success ManagerThe Opportunity:As a Digital Success Manager, you will use data-driven methodologies for driving onboarding, adoption, expansion and renewals at scale through various channels such as email, in-app guides, online community, and direct engagements as needed with Customers in your assigned region or Customer segment. Customers led by the Digital Success team require personalized interactions, including simplistic processes for Onboarding, Adoption, Expansion and Renewals. Your skills with personalization at scale will be used to deliver world-class experiences through multiple channels to meet Customer and maintain Revenue, Sentiment and Retention goals.What youâll be doing
  • 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.

Who you are ?

  • 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.
  • 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.
Youâll love working here because
  • Employee stock purchase plan (ESPP)
  • Continuous professional development, product training, and career pathing
  • Annual health check-ups, Car lease Program, and Tuition Reimbursement
  • An inclusive company culture, an opportunity to join our Community Guilds
  • Personal accident cover and Term life cover
Ready to #makeyourmark at Commvault? Apply now#LI-MR1#LI-Hybrid

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.

Commvaultâs 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.