Critical Accounts Escalation Manager (CAP)
Critical Accounts Escalation Manager (CAP)
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Job Description
Cohesity is the leader in AI-powered data security. Over 13600 enterprise customers including over 85 of the Fortune 100 and nearly 70% of the Global 500 rely on Cohesity to strengthen their resilience while providing Gen AI insights into their vast amounts of data. Formed from the combination of Cohesity with Veritas enterprise data protection business the companys solutions secure and protect data on-premises in the cloud and at the edge. Backed by NVIDIA IBM HPE Cisco AWS Google Cloud and others Cohesity is headquartered in Santa Clara CA with offices around the globe.
Weve been named a Leader by multiple analyst firms and have been globally recognized for Innovation Product Strength and Simplicity in Design and our culture.
Want to join the leader in AI-powered data security
The position is a strategic high-visibility role that provides the highest level of escalation management for customer issues that are jeopardizing the Cohesity business relationship and/or sales opportunities with key customers. These issues typically have executive transparency and involve issues that span product service support and other business functions within Cohesity.
The role requires both cross-functional as well as external coordination with customers and partners Sustaining and Development Engineers Product Management Site Reliability Engineers and Account Teams in unison to resolve complex challenges. In this role you will lead and manage the programmatic resolution of customers critical issues by building and owning an interdepartmental cross-functional and geographically-located virtual team.
HOW YOULL SPEND YOUR TIME HERE:
Ownership for driving progress and resolution of customers critical issues
Engage and lead cross-functional and geographically dispersed teams in the development and execution of action plans to address critical situations
Effectively communicate critical issue status to executive staff sales teams and the customer
Drive transparency into customer issue trends through case audits and work to get ahead of issues proactively
Ensure the cross-functional team is working off of clearly established action plans (ex. Who What When) and delivering within established SLAs
Lead complex customer situations coordinating the actions of the engaged Cohesity resources
Identify systemic and pervasive issues related to products and/or processes and drive actions to prevent future problems
Maintain and expand a solid understanding of current Cohesity products and their business applications
Participate in weekly escalation review meetings between Sales Customer Support Product Management and Engineering
The escalation manager is an individual contributor role that reports to the program director and works seamlessly with Engineering Product Management Customer Support Professional Services and customer-facing teams to address and prevent critical issues
WED LOVE TO TALK IF YOU HAVE ANY OF THE FOLLOWING:
Capacity to work in a challenging environment with international clients
Written and verbal communication skills; including the ability to clearly articulate technical issues to executive audiences as well technical and also explain the impact in business terms
Strong analytical and end to end problem-solving skills
Solid Technical Knowledge ability to articulate technical concepts clearly good understanding of Data Center Storage Networking Virtualization technologies.
Capability to multitask and prioritize with a strong sense of getting to closure on behalf of the customer
Be comfortable in a fast-paced demanding environment with global customers
Have an excellent customer-first demeanor and willingness to go beyond expectations to ensure customer success
Demonstrated proficiencies to lead and motivate others through forming and executing resolution plans for complex issues
5 years of Escalation Management experience - Account escalation experience required and proven experience in managing Critical Customer situations.
Additional experience in Technical Account Management Engineering Management Customer Support Management Program/Project Management or similar roles
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Equal Employment Opportunity Employer (EEOE)
Cohesity is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race color creed religion sex sexual orientation national origin or nationality ancestry age disability gender identity or expression marital status veteran status or any other category protected by law.
If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying you may contact us atCOHESITY or for assistance.
In-Office Expectations
Cohesity employees who are within a reasonable commute (e.g. within a forty-five (45) minute average travel time) work out of our core offices 2-3 days a week of their choosing.
Required Experience:
Manager
Employment Type
Full-Time
