Associate Manager

Job description

Recruitment Fraud Alert We’ve learned that scammers are impersonating Commvault team members—including HR and leadership—via email or text. These bad actors may conduct fake interviews and ask for personal information, such as your social security number. What to know: • Commvault does not conduct interviews by email or text. • We will never ask you to submit sensitive documents (including banking information, SSN, etc) before your first day. If you suspect a recruiting scam, please contact us at wwrecruitingteam@commvault.com 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. Associate Manager: The Opportunity: As an Associate Manager you will play a pivotal role in driving customer outcomes and leading an managing a team of highly technical engineers. You will set the tone & the tempo for your team, leading by example, coaching & mentoring to ultimately to drive an exceptional customer experience. To do this you will drive operational excellence of your team, ensuring exceptional service, setting technical standards, managing key performance metrics & driving continuous improvement. Additional as the first line of customer escalation management, you will have responsibility to drive incident outcomes by managing issues, stakeholders, mobilizing other resources across Commvault, directly or through your team. The associate manager role is for Client team, hence basic understanding about VMware and Virtualization related technologies are preferred. What you ’ll do. • Lead & manage a team of 8-12 highly technical engineers, including Tier 1, Tier 2 & SME resources, fostering a culture of collaboration & excellence. • Actively engaged in all stages of team employee • Hire: Recruiting skilled engineers, ensuring a match with team dynamics & company • Inspire: Motivate & lead team to excel, fostering a positive, innovative, & collaborative work • Admire: Cultivate a culture of respect & appreciation, recognizing individual contributions & team • Continuously monitor & evaluate team and individual performance, providing feedback & implementing strategies to drive improvement & achieve organizational goals. • Oversee leave management & coverage coordination within the team and across Geographies to ensure uninterrupted service. • Take ownership of key KPI’s including Customer Satisfaction (CSAT), Very Satisfied (VSAT) ratings, • Initial Response SLA, Time-to-Resolution (TTR), & managing calls closed within 24 hours/5 days. • Manage & coordinate technical outcomes for critical customer escalations, managing all • This will include Customer operations teams and leadership, Commvault Sales teams, Engineering, field teams your technical resources and global team members. • Conduct weekly reviews of aged incidents & incident backlog, working closely with the team to drive • Develop & implement strategies to gain traction on aged calls & reduce incident • Contribute to & ensure delivery against both team & Individual Development • Oversee escalation processes to maintain a high standard of submissions thru to the Engineering • Provide coaching & mentoring to team members, offering technical guidance as needed and be a facilitator for Career Development of Team members. • Ensure your team contributes significantly to the creation of high-value knowledge base & solution • Collaborate with Global Peers for seamless Support Delivery in terms of Time zone Coverages and Transactional Handoffs • Ability to understand the technical context with respect to VMware and Virtualization a