<div class="content-intro"> <p> <a href="https://www.cohesity.com/"> <span style="font-weight:400;">Cohesity</span> </a> <span style="font-weight:400;">At Cohesity, we're a group of builders and go-getters who are committed to doing the right thing. We encourage you to come as you are, as our differences make us stronger.</span> <span style="font-weight:400;"> <br> </span> </p> <p> <span style="font-weight:400;">We’ve been named a Leader by </span> <a href="https://www.cohesity.com/company/awards/"> <span style="font-weight:400;">multiple analyst firms</span> </a> <a href="https://www.cohesity.com/press/cohesity-is-named-to-the-2021-forbes-cloud-100-for-the-third-year-in-a-row/"> <span style="font-weight:400;">Forbes Cloud 100</span> </a> <a href="https://www.cohesity.com/press/cohesity-featured-among-crns-100-coolest-cloud-companies-for-the-third-time-in-a-row/"> <span style="font-weight:400;">CRN’s Coolest Cloud companies</span> </a> <span style="font-weight:400;">.</span> </p> <p> <span style="font-weight:400;">Join us and we'll lead the way together.</span> </p> <hr> <p> <span style="font-weight:400;">The </span> <strong>Customer Success Management (CSM)</strong> </p> <p> <span style="font-weight:400;">This is a challenging role that requires exceptional customer relationship development, operational expertise, plan building and execution, cross functional collaboration, and analytical skills.</span> </p> <p> <span style="font-weight:400;">We are looking for someone that is truly passionate about customer advocacy and has previous experiences to prove it. Additionally, you will have a focus on quality management; foster an environment of innovation and high accountability and demonstrate the ability to drive continuous operational improvement as a way of working and managing. Are you, by nature, a conservative risk-taker, with a high level of ambition, who can thrive in an environment of change? This might just be the position for you.</span> </p> <p> <strong>English Fluency Required:</strong> </p> <p> <span style="font-weight:400;">Our CSM role supports PST and might “require” working outside core hours i.e. - ability to work evenings or weekends during customer escalations or ad hoc customer meetings.</span> </p> <p> <strong>Your Impact and Key Activities</strong> </p> <ul> <li style="font-weight:400;"> <span style="font-weight:400;">Increase the lifetime value of the Customer through greater advocacy serving as a customer advocate in the evolution of our products and platform functionality integral to the customer's success</span> </li> <li style="font-weight:400;">Elevate the customer experience by achieving higher product adoption, customer satisfaction, and overall health scores</li> <li style="font-weight:400;"> <span style="font-weight:400;">Ensuring delivery on key operational metrics, including Customer Health, Adoption (Consumption Usage), Reference-ability, Renewal Likelihood, Upsell / Cross-Sell Potential, and Net Retention Rate and churn</span> </li> <li style="font-weight:400;">Drive premier and programmatic Customer Success practices that support consistent customer lifecycle improvements and faster Time to Value (TtV)</li> <li style="font-weight:400;"> <span style="font-weight:400;">Working closely with Account Teams and Renewals Managers to identify new opportunities and upsell potential while smoothing any issues putting renewals at risk</span> </li> <li style="font-weight:400;"> <span style="font-weight:400;">Engage broadly across the Customer organization from users through to C-Level/Influencer as required</span> </li> <li style="font-weight:400;"> <span style="font-weight:400;">Ensure customer feedback and required capabilities are clearly captured and conveyed internally to enable ongoing improvement of process, products, and services</span> </li> <li style="font-weight:400;"> <span style="font-weight:400;">Assisting the Customer with key escalations and, where required, the production of best practice blueprints for the portfolio of customers</span> </li> <li style="font-weight:400;">Ability to onboard Cohesity customers to achieve agreed upon outcomes post-implementation</li> <li style="font-weight:400;"> <span style="font-weight:400;">Work with our CAP (Critical Accounts Program) team to help return escalated accounts to positive sentiment</span> </li> <li style="font-weight:400;"> <span style="font-weight:400;">Understand and report back on “voice of customer” feedback collected from randomly selected Cohesity customers and smooth issues and provide follow-up.</span> </li> </ul> <p> <strong>Your Experience</strong> </p> <ul> <li style="font-weight:400;"> <span style="font-weight:400;">Relevant Bachelor’s degree; preference for computer science, business management or related degrees</span> </li> <li style="font-weight:400;"> <span style="font-weight:400;">Strong empathy for customers AND passion for revenue and growth</span> </li> <li style="font-weight:400;"> <span style="font-weight:400;">Deep understanding of value drivers in recurring revenue business models</span> </li> <li style="font-weight:400;"> <span style="font-weight:400;">Account Management experience as an AE, SE, CSM, Operations Manager or equivalent strongly preferred</span> </li> <li style="font-weight:400;"> <span style="font-weight:400;">Deep business operations expertise - is adept with creating relevant and compelling customer facing reports, messages, and dashboards</span> </li> <li style="font-weight:400;"> <span style="font-weight:400;">Strong ability to influence through persuasion, negotiation, and consensus building internally and externally</span> </li> <li style="font-weight:400;"> <span style="font-weight:400;">Demonstrated desire for continuous learning and improvement</span> </li> <li style="font-weight:400;"> <span style="font-weight:400;">Excellent communication and presentation skills</span> </li> <li style="font-weight:400;"> <span style="font-weight:400;">Demonstrated success at strategy implementation and execution.</span> </li> </ul> <div class="content-conclusion"> <hr> <p style="text-align:justify;"> <strong>Data Privacy Notice for Job Candidates:</strong> </p> <p style="text-align:justify;">For information on personal data processing, please see our <strong><a href="https://www.cohesity.com/legal/privacy/candidate-privacy-policy/" target="_blank">Privacy Policy</a>.</strong></p> <p style="text-align:justify;"> <strong>Equal Employment Opportunity Employer (EEOE)</strong> </p> <p style="text-align:justify;">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.</p> <p style="text-align:justify;">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 at1-855-9COHESITY<span style="color:#444545;font-family:Helvetica Neue , Arial , sans-serif;">or</span><a href="mailto:talent@cohesity.com" target="_blank">talent@cohesity.com</a>for assistance.</p> <p style="text-align:justify;"> <strong>COVID-19</strong> </p> <p style="text-align:justify;">Cohesity may require employees who enter its offices to be fully vaccinated against the COVID-19 virus and to provide documented proof thereof. Cohesity will comply with applicable law regarding the reasonable accommodation of individuals who are not vaccinated because of a sincerely held religious belief, disability or medical condition. This vaccination requirement does not apply to employees who work remotely and do not enter Cohesity offices.</p> </div> </div>