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CAP Escalation Manager

Cohesity

Cohesity

This job is no longer accepting applications

See open jobs at Cohesity.
California, USA
Posted on Saturday, February 25, 2023

Cohesity is on a mission to radically simplify how organizations secure and manage their data, while unlocking limitless value. As a leader in data security and management, we make it easy to secure, protect, manage and derive value from data—across the data center, edge, and cloud. 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.

We’ve been named a Leader by multiple analyst firms and are prominently featured in the Forbes Cloud 100 and CRN’s Coolest Cloud companies.

Join us and we'll lead the way together.


We're looking for a dedicated, curious problem solver to join our team as a CAP Escalation Manager!

The position is a strategic, high-visibility role that provides the highest level of partner concern 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 YOU' LL SPEND YOUR TIME HERE:

  • Ownership for driving progress and resolution of customer’s 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 other customers
  • Drive transparency into customer issue trends through case audits and work to get ahead of issues pro-actively
  • Ensure the cross-functional team is working off of clear established action plans (ex. Who, What, When) and delivering within established SLA’s
  • Lead complex customer situations, coordinating the actions of the Account Team, Cohesity Technical Services (including partner resources where appropriate), and Cohesity Engineering
  • Identify systemic and pervasive issues related to products and/or processes and drive actions to prevent future problems
  • Maintain and expand solid understanding of current Cohesity products and their business applications
  • Participate in weekly Critical Accounts meeting between Sales, Customer Support, Product Management and Engineering
  • Conduct onsite visits (as needed) for major accounts or critical situations where onsite customer relationship management will help in the resolution process
  • The manager is an individual contributor role that reports to the Director of Critical Accounts and works seamlessly with
  • Technical Account Managers (TAMs), dedicated Engineers, Support Management, Account Teams, and Technical Support team to address & prevent critical issues.

WE'D 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 both technical and non-technical audiences, and also explain the impact in business terms
  • Strong analytical and end to end problem solving skills
  • Capability to multi-task and prioritize with a strong sense of getting to closure on behalf of the customer
  • Be comfortable in 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
  • Experience in Escalations Engineer, Technical Account Management, Engineering Management, Customer Support Management,
  • Program/Project Management, or similar roles desired
  • 5+ years of customer facing sales and/or services delivery roles.

Education and Experience:

  • BA/BS in computer science or equivalent (MBA a plus).
Disclosure Pursuant to Applicable State Equal Pay Transparency Laws - This position has a starting pay range as listed below. Actual salary depends upon many factors, including a candidate’s skills, qualifications and experience, location, and salary expectations, and therefore a starting salary at the low end, high end, or even above the stated range may be offered. This position may also be eligible for bonus compensation, commission (if in a sales function), and/or equity grants. Additionally, full-time employees are eligible to participate in our comprehensive benefits framework, including health and wellness benefits, vacation, paid holidays and refresh days, 401(k) retirement plan, life and disability insurance coverages, and other benefits the Company may offer from time to time.
US Pay Range
$125,000$165,000 USD

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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 at 1-855-9COHESITY or talent@cohesity.com for assistance.

COVID-19

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.

This job is no longer accepting applications

See open jobs at Cohesity.