Business Critical Account Manager

3 days ago

Sydney, Australia Veritas Technologies Full time

About VERITAS

Veritas solves what no one else can. With an industry-leading product portfolio, we offer proven, modern, and integrated technology that brings together availability, protection, and insights. Our Veritas Enterprise Data Services Platform addresses current and future data issues end-to-end - keeping mission-critical workloads highly available, protecting data everywhere, and providing insights to optimize costs and maintain regulatory readiness.

Veritas Technologies is a leader in multi-cloud data management. Over 80,000 customers—including 95% of the Fortune 100—rely on us to help ensure the protection, recoverability, and compliance of their data. We have a reputation for reliability at scale, which delivers the resilience our customers need against the disruptions threatened by cyberattacks, like ransomware. No other vendor is able to match our ability to execute, with support for 800+ data sources, 100+ operating systems, 1,400+ storage targets, and 60+ clouds. Learn more at


Veritas Customer Success is responsible for ensuring that Veritas’ customers are successfully exceeding the value of their investment in Veritas solutions and coordinating the company focus on the end-to-end customer relationship. Customer Success includes customer support and care, professional and business critical services, and renewal sales.

**Responsibilities**:
- Effectively manage the service relationships at all levels of assigned accounts with mínimal supervision.- Proactively monitor technical support cases and ensure they are being serviced appropriately within predefined service level goals. Manage, own and drive escalations forward.- Act as advocate for Veritas to the customers and vice versa. Coordinate additional technical resources to assist in driving resolution.- Communicate effectively to technical, management and executive levels of the customers and internal stakeholders.- Build strong relationships with all levels of customer and strong partnership & collaborations with internal teams.- Manage customer expectations in a dynamic high-pressure environment. Ensure internal teams are aligned.- Generate appropriate reporting and present to internal and external stakeholders.- Available 24x7 to customers during high priority outages.

**Qualifications**:
- Bachelor's Degree or equivalent experience; with 6 - 8 years working experience in customer support related role.- Ability to build internal and external working relationships with excellent proven customer management skills; particularly in a large, complex and demanding enterprise environment.- Proven ability to communicate at all levels of the organization and to manage expectations in demanding situations.- Demonstrated capability to defuse heated customer situations and escalations.- Experience working in or with a vendor specific technical support organization.- Ability to be available 24x7 for high priority escalations.- Excellent negotiation skills and ability to manage customer expectations - able to balance customer and internal needs and resources.- Able to explain technical situations to non-technical audiences.- Knowledge in high availability data management & security software space.- Self-starter and highly motivated.

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