Critical Accounts 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 Accounts Escalation Manager (CAP)!
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 handle the programmatic resolution of customers' critical issues by building and leading 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 the customer
- Drive clarity 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 critical issue 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
WE'D LOVE TO TALK IF YOU HAVE ANY OF THE FOLLOWING:
- 5+ years of Escalation Management experience - Account critical issue experience required, and shown experience in leading Critical Customer situations.
- Additional experience in Technical Account Management, Engineering Management, Customer Support Management, Program/Project Management or similar roles
- Capacity to work in a meaningful 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
- 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 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
- Showed strengths to lead and empower others through forming and performing resolution plans for sophisticated 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.