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Commvault is seeking a Technical Account Manager to join its team in Cairo, Egypt on a full-time basis. This role focuses on supporting customers enrolled in Commvault's Customer Success ESP (Enterprise Success Program), providing strategic and tactical mentorship while addressing technical issues.
Key Responsibilities:
- Work directly with ESP customers to provide strategic and tactical guidance, aligning on business and operational challenges, and proposing enhanced solutions for their Commvault deployments.
- Deliver deep technical knowledge and expertise to ESP customers, offering both tactical and strategic guidance while maintaining visibility into customer sentiment and insights.
- Partner with Solutions Account Managers (SAM) to support and mentor customers in their sustained Commvault environments.
- Act as a liaison between customers, Customer Support, Product Management, and Development teams. Develop and refresh customer plans (focusing on site architecture, business objectives, and requirements) every 90 days.
- Escalate and handle customer-raised support issues to the Commvault ESP SAM team.
- Coordinate monthly on-site meetings (or as required) with customers to share new technologies, best practices, and conduct knowledge transfer sessions.
- Provide senior-level technical assistance in identifying programmatic, configuration, or use-case scenarios impacting Commvault deployment success and support call volumes.
- Identify expansion opportunities within accounts and communicate these to the Commvault Account Team.
- Lead customer relationships and develop strong rapport as part of the ESP team.
Requirements:
- Fluency in English (written and verbal) to professional level, plus fluency in German (written and verbal).
- Proven technical background and strong analytical skills.
- Strong written and oral communication abilities.
- Excellent organizational skills with ability to handle challenging client demands.
- Flexibility to work in a fast-paced, demanding environment.
- Ability to convey technical information to business-centric audiences.
- Strong practical knowledge across IT infrastructure including EMC hardware platforms, WAN technology, Windows OS, cloud storage, SAN, tape libraries, Exchange Enterprise applications, virtualization, and clustering.
- Working knowledge of disaster recovery and design capabilities.
- Solid understanding of backup and recovery products (Commvault, Veritas NBU, CA, etc.).
