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:
Senior Technical Community Specialist
The Opportunity:
We are seeking a Senior Technical Community Specialist to ensure our end users have an exceptional experience. The Senior Technical Community Specialist will be directly responsible for helping our customers onboard to the Community and Commvault, resolve issues, connect with experts and peers to navigate challenges, share best practices, and optimize satisfaction and success with Commvault solutions. The ideal candidate is passionate about customer experience, is technically savvy with some background administering Commvault, and skilled at building relationships and communicating with both external and internal stakeholders. The position will be based in Bangalore but will interface with global users and team members.
What you’ll do…
Manage the day-to-day execution of Commvault’s technical community program and end-user engagement, including:
Customer / end-user engagement: Connect with and build trusted relationships with our user base. Understand their experience, challenges, and goals pertaining to Commvault solutions.
Onboarding: Welcome and assist new Community members and new Commvault users in understanding and navigating the Community and other Commvault resources and programs, setting them up for a successful and rewarding experience.
Issue resolution: Diagnose, troubleshoot, and resolve user issues in a timely manner, leveraging internal experts, other moderators, and other Commvault education resources as needed.
Tool administration: Assist the Community Strategist with occasional configuration and administering the Community platform, Gainsight Customer Communities.
Education and Knowledge Base Content: Aggregate, create, and promote user-centric resource such as FAQs, demo and how-to content, KB articles, and tutorials.
Collaboration & Advocacy: Act as a voice for our users, providing feedback and insights to internal teams including Support, Education, Product, Engineering, and Customer Marketing. Act as a conduit for knowledge and best practices from Commvault technical experts to our users.
Solutions are implemented optimally and successfully. Develop and activate our technical super user program – top contributors and certified users.
Customer insights & performance reporting: Assist the Community Strategist with tracking and analysing user engagement, performance against KPIs related to case deflection, product adoption, and advocacy. Maintain the quarterly scorecard and help assess and deploy new or enhanced metrics and data sources.
Customer Experience innovation: Share your ideas and recommendations for improving the Community and overall customer experience as you get to know our users and assess industry trends and best practices.
Who you are?
3+ Years of experience in customer support, online community management/moderation, knowledge management, or a related technical customer success function.
Experience supporting the development and expansion of a successful online community or similar program, e.g., knowledge base, customer portal, customer success automation.
Technical familiarity with Commvault or other backup and recovery solutions or IT infrastructure solutions.
Comfortable and quick to learn and use digital customer engagement tools and applications.
Collaborative - a knack for engaging and communicating with diverse global teams, customers and end users, partners, and vendors.
Strong project management abilities.
Problem solver. Curious, versatile, and willing to jump in on different challenges to make the customer experience extraordinary.
Exceptional communication skills (English language), both written and verbal.
Previous experience with analytics and performance reporting preferred.
Proficiency with Microsoft Office applications / O365.
You’ll love working here because...
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!
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.
اطلب مساعدة الخبراء لكتابة سيرة ذاتية مميزة.