Principal Business Critical Account Manager (Dubai) Full Time

About the job
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 www.veritas.com.

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.

Organization Overview

The exponential growth of data and the resources needed to manage it is one of the most pressing issues facing business today. And it’s not just the amount of data. It’s where it lives and how it travels between private clouds, public clouds and back to on premises. In these increasingly complex IT environments, it’s important to focus on what’s constant: the data.

Every one of our information management solutions – from business continuity to back up and recovery to software defined storage and information governance – is designed around the principle that information is more important than infrastructure. Veritas has the privilege to help the world’s organizations – including 86% of the global Fortune 500 – collect, protect, analyze and optimize their data, even in the most demanding environments.

Veritas Business Critical Services (BCS) organization provides proactive services and enhanced support to Veritas’ premier customers. This level of service is designed for multinational enterprises that require uninterrupted availability to data and applications on a 24x7x365 basis. Any disturbance in productivity experienced by a Business Critical customer results in immediate and measurable consequences. The BCS infrastructure allows these enterprises to experience the full availability of data and systems their business practices demand.

The BCS team, part of the Global Customer Success Organization, is responsible for delivery of the highest level of service and support available to Veritas’ End User customers. The organization provides multiple proactive features and benefits for our premium customers today and strives to develop additional services for the future. The BCS organization works consistently to impart further value to this pivotal group of customers and maximize customer satisfaction.

The Business Critical Account Manager (BCAM) is a key position within the Business Critical Services (BCS) organization. The BCAM is responsible for ensuring our customers receive the highest level of technical support resulting in positive support experiences and a realized return on their investment in VERITAS products and services. The BCAM serves as the customer’s primary contact for delivery of our BCS services and is available to their assigned BCS customers 24/7/365. The BCAM is extension of the Veritas account team (Sales Account Manager and Systems Engineer) and is accountable for ensuring successful delivery of our defined proactive and reactive services as well as driving critical issue escalations.

Responsibilities
Develop and maintain strong relationships with assigned customers (e. g., technical, management and executive), ensuring positive support experiences and a realized return on their Veritas products and services investment
Deliver customer success services to our BCS customers located in the Gulf region
Drive product adoption and enable customers to achieve their goals/outcomes through the effective use of our technology and services
Understand and articulate customers business (e. g., business objectives and business challenges) and the impact Veritas products and services have on their business
Maintain customer satisfaction to the highest levels by driving expedited resolution for critical issues and technical escalations
Develop and manage partnering relationships with personnel in all Veritas functional areas
Anticipate and react to BCS service delivery concerns within assigned customers
Engage and coordinate internal and external resources as needed for driving expedited critical issue resolution
Partner with BCS teammates in the development and delivery of customer facing value deliverables
Create and maintain customer account plan, including delivered value, planned goals and initiatives as well as customer contacts, product information, case totals, etc.
Coordinate and lead business review meetings, summarizing customer’s support trending, high level project updates, high impact incidents, and product end-of-support life management
Drive BCS contract renewals and identify potential product and service upsell opportunities
Evangelize BCS products and services and promote product adoption and product expansion
Document customer success stories and customer references
Facilitate distribution of information provided by Veritas Customer Care organization and other internal partners
Qualifications
At least 8 years experience within the information technology industry with some experience in the software industry
3-5+ years large account management experience (Fortune 500, Global 2000) or equivalent
3-5+ years of experience within Technical Support/Field Services/ Sales organizations
Proven success interfacing at all level levels within large organizations, including technical, management and executive
Proven problem analysis and solving skills
Proven success developing and delivering oral and written communications
Outstanding organizational skills
Excellent customer presentation skills
Experienced success planning and driving projects to completion and teaming across multiple organizations as needed
Proven relationship building skills and ability to build confidence at a senior levels
Accountable for decisions and commitments, works within the governance requirements of Veritas
Proven success delivering support service resulting in positive experiences and realized ROI
Knowledge of Veritas Information Management/VERITAS products and services preferred
Assigned customers will primarily be in Saudi, Qatar, Kuwait and UAE – flexibility on work week is expected
Accustomed to working in an on-call 24×7 role
Ability to work structured and independently in a remote managed position
Experience with delivery of Premium Services in IT industry will be preferred
Fluent in English. Arabic and other languages at business level is preferred
Veritas is an equal opportunity employer. All candidates for employment will be considered without regard to race, color, religion, sex, national origin, physical or mental disability, veteran status, or any other basis protected by applicable federal, state or local law.

At Veritas, we care about the causes close to your heart and enable you to volunteer, donate, and do good. If you only meet some of the asks for this role, that’s OK! We value a diverse range of backgrounds and ideas and believe a more diverse and inclusive workforce makes a winning team. If you have the curiosity to learn and appetite to teach what you know, we encourage you to apply. Come as you are! Interested? Apply and find out more about #TeamVTAS!

An account manager is responsible for the day-to-day management of a particular customer’s account within a business