Position Responsibilities:

• The Technical Account Manager (“TAM”) works with a team of support professionals that bring together the full range of technical and business competencies needed to assist Commvault’ s Enterprise Support Program (“ESP”) customers with the achievement of their priorities, consistent with Commvault’ s goals and objectives. The TAM provides advanced technical knowledge assistance with ESP Customers as part of the ESP.

• The Enterprise Support Account Manager, (SAM) is a full-time employee that handles engaging our ESP Customer. The TAM and SAM will partner together to provide support and assist with the tactical and strategic guidance in that customer’s sustained Commvault environment.

• The TAM will provide consulting and support to deliver the following tasks below to the ESP Customer based on direction from the Program Manager, or the Commvault Services Management and will:

• Act as a strategic technical point of contact for ESP Customers. [[ Ensuring a strong and seamless relationship by maintaining communication-based on the customer initiatives and as needed additional support of team resources, ESP SAM Team, Support Management, Sales, and SEs.

• Perform an initial “Customer Profile Document” within 60 days of engagement, to be refreshed every 90 days.

• Act as a liaison between customer, Customer Support, Product Management, and Development. This plan will focus on Customer, (Site Architecture, Business Objectives, and Requirements) to be refreshed every 90 days.

• Provide enhancements and quality support to the ESP customer by partnering with Commvault Account Management and Customer Support Team.

• The TAM will also be tasked to meet the following objectives

• Escalate and manage customer-raised support issues to the Commvault ESP SAM Team. [[ Ensure customer adherence to processes that will support and align the ESP SLA requirements. [[ Assist in qualifying Customer escalations associated with support issues as warranted.

• Coordinate monthly, or as required, scheduled on-site meetings with customer to inform the customer of new technologies, best practice adherence guidelines or knowledge transfer sessions.

• Provide customer with Sr. Level Commvault technical assistance in identifying programmatic, configuration, or use case scenarios that negatively impact the aggregate success of the Commvault deployment and drive support call volumes. [[ Example: Automation through scripting [[ Example: Design refinements and enhancements to align to Customer data management goals

• Use in-depth knowledge of Customer to identify other solutions opportunities within accounts and communicate these opportunities to the Commvault Account Team.

• Participate in Quarterly Business Review with the Commvault ESP SAM team and engage with Customer and Commvault management to establish or revise procedures and processes.

• Continually keep abreast of new technologies and new Commvault products

• Work as part of the ESP Support Team to manage customer relationships and develop rapport.

• Enhance individual, team and customer knowledge of Commvault solutions.

• Work with the ESP Program Manager to advance and define the ESP Support program to meet customer expectations.

• Mentor TAMs and provides technical guidance, through documentation and classes.

• Review designs and agendas for TAMs.

• Advanced administration and technical troubleshooting of Windows and UNIX server environments

• Ability to take ownership of projects and drive issues to resolution

• Knowledge of Commvault is strongly desired

• Ability to coordinate different resources and communicate the overall strategic plans

• Strong theoretical knowledge across a broad spectrum of Information Technology:

• Hardware platforms (HP, HDS, EMC, IBM, Dell, etc.)

• WAN technologies and TCP/IP networking

• Windows/Unix/Netware/Linux OS Platforms

• Fiber-Channel (SAN) design methodology

• Business continuity, disaster recovery, and design methodology

• Backup and Storage Management products (Symantec, EMC, IBM)

• Tape Libraries and VTL

• Enterprise applications (Exchange, Oracle, etc.)

• Virtualization and clustering

• Experience with data protection, data archive, and data replication

• Strong organizational skills with an ability to manage competing client demands

• Strong analytical skills regarding technical and project management issues

• Excellent communications and interpersonal skills

• Active Security Clearance

• UNIX and Scripting platform would be a plus

• Business Administration and Project Management Training

• Formal Training in Account and Relationship Management

• Experience with up to date services deployment methodologies, software, hardware architecture, infrastructure design and development

• B.S. /B.A. /M.S. degree or equivalent technical training

• Excellent written and verbal communication Skills

• Demonstrated ability to establish rapport

• Time Management & ability to be self-motivated

• Ability to interact with ESP customers, management, administration, Commvault support, product, development & account teams.

• The reporting line is directly to the Enterprise Support Program Manager, with an additional reporting line to a local manager within the region.

• The role will periodically be on a dedicated assignment and therefore travel (this may require overnight stays) within the ANZ geographic region is part of the role. This should not to exceed 75%.

• The TAM interacts directly with the following business groups:

• ESP Support Account Management (SAM) team to successfully provide onsite or remote resource allocation and the necessary tools to ensure customer success mapped with our environment. The goal is to provide a proactive strategic approach via technical assistance and focus on short and long-term business objectives.

• Commvault Product Management and Development teams to communicate program requirements.

• Commvault Account Team tied to specific ESP Customers to provide communication and updates of customer goals and Quarterly Business Reviews.

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