Senior Critical Accounts Escalation Manager

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November 26

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Cohesity

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Cybersecurity • Data Management • Cloud

Cohesity is a cloud data management platform that enables enterprises to protect, back up, and manage their data across various environments in a unified manner. By providing comprehensive solutions for data protection, security, and compliance, Cohesity helps organizations to optimize their data management strategies and enhance resilience against cyber threats and data loss. Their services are tailored to improve operational efficiency and empower businesses to derive actionable insights from their data.

1001 - 5000 employees

🔒 Cybersecurity

📋 Description

• 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 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, Customer Success, Product Management, and Engineering

🎯 Requirements

• 3+ years of Escalation Management experience • 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 • Have an excellent customer-first demeanor and willingness to go beyond expectations to ensure customer success • Additional experience in Technical Account Management, Engineering Management, Customer Support Management, Program/Project Management or similar roles • BA/BS in computer science or equivalent (MBA a plus). • Demonstrated ability to leverage AI tools to enhance productivity, streamline workflows, and support decision making.

🏖️ Benefits

• Health insurance • Professional development • Flexible work arrangements