We're looking for a dedicated, curious problem solver to join our team as a Critical

Escalation Manager (CCM)!

 

The position is a role that provides escalation management for customer issues that are

jeopardizing the Cohesity business relationship and/or sales opportunities with key customers.

These issues can have executive transparency and involve issues that span product, service,

support and other business functions within Cohesity.

 

The role requires both cross-functional as well as external coordination with customers and

partners, Sustaining and Development Engineers, Product Management, Site Reliability

Engineers, and Account Teams in unison to assist in resolving complex challenges.

 

HOW YOU'LL SPEND YOUR TIME HERE:

• Ownership for driving progress and resolution of customer’s issues
• Engage and lead cross-functional and geographically dispersed teams in the

development and execution of action plans to address escalated issues.

• Effectively communicate issue status to internal teams, sales teams, and the customer
• Ensure the cross-functional team is working off of clearly established action plans (ex.

Who, What, When) and delivering within established SLAs

• Maintain and expand a solid understanding of current Cohesity products and their

business applications

• The Escalation Manager is an individual contributor role that reports to the program

director and works seamlessly 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, fast paced and ever changing environment with international Enterprise customers
• Written and verbal executive communication skills; including the ability to clearly articulate technical issues to both technical and non-technical audiences, 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
• Demonstrated proficiencies to lead and motivate others through forming and executing

resolution plans for complex issues

• 5+ years of Escalation Management experience
• Additional experience in Technical Account Management, Customer Support

Management, Program/Project Management or similar roles

 

Education and Experience:

• BA/BS in computer science or equivalent (MBA a plus).

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