Cohesity Inc.
Lead Critical Accounts Manager | Cohesity - Sydney - Salesforce Tower
Cohesity Inc., Santa Clara, California, us, 95053
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. Cohesity has been named a Leader by multiple analyst firms and has been globally recognized for Innovation, Product Strength, and Simplicity in Design and culture.
Want to join the leader in AI-powered data security?
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 transparency into customer issue trends through case audits and work to get ahead of issues proactively Ensure the cross-functional team is working off clearly established action plans (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, Product Management, and Engineering The escalation manager is an individual contributor role that reports to the program director and works 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
Capacity to work in a challenging environment with international clients Written and verbal communication skills; ability to clearly articulate technical issues to executive audiences as well as 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 Data Privacy Notice for Job Candidates: For information on personal data processing, please see our Privacy Policy. 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 work out of our core offices 2-3 days a week of their choosing. Interested candidates based outside of the designated areas are welcome to apply, provided they have the right to work in the job location. At Cohesity, we work hard and move fast—and we’re not afraid to push boundaries to deliver exceptional work. We value integrity and respect, and here’s what we promise: We’ll give you the tools to be successful and welcome you into a culture that celebrates individual contributions and collective success. We’ll empower you to grow, offer continuous learning opportunities, and surround you with ambitious, collaborative colleagues. We strive to have a parity of benefits across regions, and while regulations differ from place to place, we believe taking care of our employees (and their families) is the right thing to do. Healthcare coverage for you and your family Paid parental leave Flexible paid time off Additional company-wide days off throughout the year A robust wellness program Continuous learning opportunities And a competitive salary and additional benefits package Join our team!
Alert for candidates: Cohesity has received reports of scams where individuals purporting to be Cohesity HR representatives or our CEO conduct bogus employment interviews via email or text, and then request payment as a condition for receiving an offer of employment. Cohesity does not conduct interviews by email or text, and will never request payment as a condition for applying for a position or receiving an offer of employment. If you are targeted, report to the U.S. Federal Trade Commission or your state Attorney General. Notice to external recruiters and staffing agencies: Cohesity does not accept unsolicited resumes from external recruiters or staffing agencies. Submissions to our resume database or directly to Cohesity hiring managers without a prior approved process may not receive a recruiting fee unless a contract exists. Life at Cohesity: Want to learn more about Life at Cohesity and our RADIO Values? Read more from our employees here.
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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 clearly established action plans (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, Product Management, and Engineering The escalation manager is an individual contributor role that reports to the program director and works 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
Capacity to work in a challenging environment with international clients Written and verbal communication skills; ability to clearly articulate technical issues to executive audiences as well as 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 Data Privacy Notice for Job Candidates: For information on personal data processing, please see our Privacy Policy. 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 work out of our core offices 2-3 days a week of their choosing. Interested candidates based outside of the designated areas are welcome to apply, provided they have the right to work in the job location. At Cohesity, we work hard and move fast—and we’re not afraid to push boundaries to deliver exceptional work. We value integrity and respect, and here’s what we promise: We’ll give you the tools to be successful and welcome you into a culture that celebrates individual contributions and collective success. We’ll empower you to grow, offer continuous learning opportunities, and surround you with ambitious, collaborative colleagues. We strive to have a parity of benefits across regions, and while regulations differ from place to place, we believe taking care of our employees (and their families) is the right thing to do. Healthcare coverage for you and your family Paid parental leave Flexible paid time off Additional company-wide days off throughout the year A robust wellness program Continuous learning opportunities And a competitive salary and additional benefits package Join our team!
Alert for candidates: Cohesity has received reports of scams where individuals purporting to be Cohesity HR representatives or our CEO conduct bogus employment interviews via email or text, and then request payment as a condition for receiving an offer of employment. Cohesity does not conduct interviews by email or text, and will never request payment as a condition for applying for a position or receiving an offer of employment. If you are targeted, report to the U.S. Federal Trade Commission or your state Attorney General. Notice to external recruiters and staffing agencies: Cohesity does not accept unsolicited resumes from external recruiters or staffing agencies. Submissions to our resume database or directly to Cohesity hiring managers without a prior approved process may not receive a recruiting fee unless a contract exists. Life at Cohesity: Want to learn more about Life at Cohesity and our RADIO Values? Read more from our employees here.
#J-18808-Ljbffr