Senior Technical Account Manager

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Cohesity

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🔒 Cybersecurity

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.

📋 Description

• The Cohesity Technical Account Manager (TAM) Service helps ensure enterprise customers get the highest possible value from their Cohesity investment. • The Cohesity TAM leads all aspects of the post-sales customer experience including technical issues and customer adoption to grow accounts. • Demonstrates deep understanding of the customer’s organization, industry, and business to build trust and drive product adoption. • Proactively showcases Cohesity’s features and services to anticipate customer needs and improve utilization. • Identifies upsell opportunities by staying informed about developments in the customer’s environment. • Offers technical guidance on appropriate release strategies and deployment models. • Onboards new customers and serves as an early-stage educator for client representatives. • Builds relationships between customers and Cohesity support teams to ensure smooth collaboration. • Independently resolves complex customer issues and engages cross-functional teams when needed. • Investigates customer needs using tools such as surveys and reviews, and advocates for those needs internally. • Collaborates with solution architects, product managers, and other technical experts to resolve complex scenarios. • Owns and tracks the customer roadmap, ensuring strategic goals are aligned and delivered. • Develops and manages Get Well Plans, acting as a central coordinator to resolve escalations and drive account health. • Maintains customer success tools in accordance with internal processes—updating touchpoints, health scores, QBRs, and follow-up actions. • Position and coordinate delivery of Customer Success valued services.

🎯 Requirements

• 8+ years of experience across at least two domains: Data Protection, Virtualization, Storage, Backup, or Cloud Computing • Experience managing complex technical escalations and guiding them to resolution • Confidence addressing product-related queries and leading technical discussions • Proven ability to onboard and train customers to maximize product value • Comfortable gathering customer feedback to influence product development • Skilled in monitoring capacity, usage, and trends • Experience leading regular business reviews and customer meetings • Ability to suggest upgrades or enhancements that align with customer needs • Proficient in Root Cause Analysis (RCA) documentation • Adept at partnering with cross-functional teams (Sales, Support, Renewals, PS, etc.) to improve customer outcomes • Flexible and responsive to changing customer demands, including occasional off-hours support • The ability to travel up to 25% as needed for customer visits.

🏖️ Benefits

• Professional development • Flexible work arrangements