[Remote] Senior Critical Accounts Escalation Manager at Cohesity

Ireland

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Data Security, Cybersecurity, Enterprise SoftwareIndustries

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 technically and 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
Comfortable in a fast-paced, demanding environment with global customers
Excellent customer-first demeanor and willingness to go beyond expectations to ensure customer success
Demonstrated proficiencies to lead and motivate others

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 (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

Skills

Key technologies and capabilities for this role

Escalation ManagementCross-Functional LeadershipCustomer Issue ResolutionAccount ManagementSustaining EngineeringDevelopment EngineeringProduct ManagementSite Reliability EngineeringVirtual Team ManagementExecutive Communication

Questions & Answers

Common questions about this position

What is the employment type for this role?

This is a full-time position.

Is this role remote or does it require office presence?

This information is not specified in the job description.

What key skills are needed for the Senior Critical Accounts Escalation Manager role?

The role requires strong cross-functional coordination skills, ability to lead geographically dispersed teams, effective executive communication, problem-solving for complex customer issues, and understanding of Cohesity products.

What is the company culture like at Cohesity?

Cohesity emphasizes innovation, product strength, simplicity in design, and a strong culture, having been named a Leader by multiple analyst firms and globally recognized for these qualities.

What makes a strong candidate for this escalation manager position?

A dedicated, curious problem solver with experience leading cross-functional teams to resolve complex customer issues and drive proactive resolutions is ideal.

Cohesity

Data management solutions for enterprises

About Cohesity

Cohesity specializes in data management solutions for data centers and cloud environments. Its main products, the Cohesity DataPlatform and Cohesity DataProtect, help businesses consolidate tasks like backup, recovery, and data storage into one platform, making it easier to manage large amounts of data while reducing complexity and costs. Unlike many competitors, Cohesity focuses on simplifying data management for medium to large enterprises across various industries, including finance and healthcare. The company's goal is to help businesses manage, protect, and gain insights from their data more efficiently.

San Jose, CaliforniaHeadquarters

2013Year Founded

$642MTotal Funding

SECONDARYCompany Stage

Data & Analytics, Enterprise SoftwareIndustries

1,001-5,000Employees

Benefits

Health & Wellness - Managing emotional and physical health are key to living happier lives. Cohesity employees enjoy access to exercise and meditation apps, e-Learning resources, Scribd, and more.

Parental Leave - Cohesity offers salary continuation in coordination with other benefits up to 20 weeks for maternity leaves. Up to four weeks of child bonding leave is offered to non-birth parents.

Personal Time - Our unlimited PTO policy ensures that you have work-life wellbeing and flexibility when you need it.

Financial - Cohesity offers a competitive salary, pay-for-performance bonus plan, retirement savings plan, flexible spending accounts, commuter checks, and more.

Risks

Emerging competition from startups like Eon challenges Cohesity's market position.

Integration challenges from Veritas acquisition could disrupt operations.

New leadership roles may lead to transitional challenges in company culture.

Differentiation

Cohesity integrates AI to enhance data insights and protection, setting it apart.

Their hyper-converged secondary storage simplifies data management for enterprises.

Cohesity's recognition as AWS Global Storage Partner of the Year boosts its credibility.

Upsides

Strategic partnership with NVIDIA enhances AI-driven data management solutions.

Acquisition of Veritas Technologies expands Cohesity's market share in data protection.

Deepening partnership with CrowdStrike strengthens cybersecurity offerings against data breaches.

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