Critical Escalation Manager
Cohesity
Cohesity is a leader in AI-powered data security and management. Aided by an extensive ecosystem of partners, Cohesity makes it easy to secure, protect, manage, and get value from data — across the data center, edge, and cloud. Cohesity helps organizations defend against cybersecurity threats with comprehensive data security and management capabilities, including immutable backup snapshots, AI-based threat detection, monitoring for malicious behavior, and rapid recovery at scale.
We’ve been named a Leader by multiple analyst firms and have been globally recognized for Innovation, Product Strength, and Simplicity in Design.
Join us on our mission to shape the future of our industry.
We're looking for a dedicated, curious problem solver to join our team as a Critical Escalation Manager (CCM)!
The position is a role that provides escalation management for customer issues that are jeopardizing the Cohesity business relationship and/or sales opportunities with key customers.These issues can 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 assist in resolving complex challenges.
HOW YOU'LL SPEND YOUR TIME HERE:
- Ownership for driving progress and resolution of customer’s issues
- Engage and lead multi-functional and geographically dispersed teams in the development and execution of action plans to address critical issues.
- Effectively communicate issue status to internal teams, sales teams, and the customer
- Ensure the cross-functional team is working off of clearly established action plans (ex.Who, What, When) and delivering within established SLAs
- Maintain and expand a solid grasp of current Cohesity products and their business applications
- The Escalation Manager is an individual contributor role that collaborates with the program director and works seamlessly with Engineering, Product Management, Customer Support, Professional Services and customer-facing teams to address and prevent critical issues
WE'D LOVE TO TALK IF YOU HAVE ANY OF THE FOLLOWING:
- 5+ years of Escalation Management experience
- Additional experience in Technical Account Management, Customer Support Management, Program/Project Management or similar roles
- Capacity to work in a meaningful, fast paced and ever changing environment with international Enterprise customers
- Written and verbal executive interpersonal 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
- Proven Technical Knowledge, ability to articulate technical concepts clearly, good understanding of Data Center, Storage, Networking, Virtualization technologies.
- Capability to multitask and prioritize with a proven sense of getting to closure on behalf of the customer
- 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
Education and Experience:
- BA/BS in computer science or equivalent (MBA a plus)
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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.
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.