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About the Role

This is a strategic, high-visibility role focused on managing customer escalations that impact business relationships and sales opportunities. The role requires cross-functional and external coordination to resolve complex challenges and involves leading virtual teams to address critical customer issues.

Responsibilities

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 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, Product Management, and Engineering

Requirements

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
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
Demonstrated proficiencies to lead and motivate others through forming and executing resolution plans for complex issues
5+ years of Escalation Management experience - Account escalation experience required, and proven experience in managing Critical Customer situations.
Additional experience in Technical Account Management, Engineering Management, Customer Support Management, Program/Project Management or similar roles
Demonstrated ability to leverage AI tools to enhance productivity, streamline workflows, and support decision making.

Skills

AI tools
Data Center technologies
Storage technologies
Networking technologies
Virtualization technologies

Location

Santa Clara, CA

Work Type

Hybrid

Experience Level

5+ years of Escalation Management experience

About the Company

Cohesity is the leader in AI-powered data security.
Over 13,600 enterprise customers, including over 85 of the Fortune 100 and nearly 70% of the Global 500, rely on Cohesity to strengthen their resilience while providing Gen AI insights into their vast amounts of data.
Formed from the combination of Cohesity with Veritas’ enterprise data protection business, the company’s solutions secure and protect data on-premises, in the cloud, and at the edge.
Backed by NVIDIA, IBM, HPE, Cisco, AWS, Google Cloud, and others, Cohesity is headquartered in Santa Clara, CA, with offices around the globe.
We’ve been named a Leader by multiple analyst firms and have been globally recognized for Innovation, Product Strength, and Simplicity in Design, and our culture.

Equal Opportunity

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 recruiting@cohesity.com for assistance.