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Cohesity is the leader in AI-powered data security, serving over 13,600 enterprise customers including 85+ Fortune 100 companies and nearly 70% of the Global 500. The company combines Cohesity with Veritas' enterprise data protection business to secure and protect data on-premises, in the cloud, and at the edge.
This is a strategic, high-visibility individual contributor role focused on escalation management for critical customer issues that jeopardize business relationships and sales opportunities with key accounts. The role requires cross-functional coordination with Sustaining and Development Engineers, Product Management, Site Reliability Engineers, Account Teams, customers, and partners to resolve complex challenges.
Key responsibilities include:
- Owning the programmatic resolution of customers' critical issues
- Leading cross-functional, geographically dispersed virtual teams in developing and executing action plans
- Communicating critical issue status to executive staff, sales teams, and customers
- Driving transparency into customer issue trends through case audits and proactive problem prevention
- Ensuring cross-functional teams work off clearly established action plans with defined ownership and timelines
- Coordinating complex customer situations and Cohesity resources
- Identifying systemic and pervasive product/process issues to prevent future problems
- Maintaining understanding of Cohesity products and their business applications
- Participating in weekly escalation review meetings across Sales, Support, Product, and Engineering
The role reports to the program director and works seamlessly with Engineering, Product Management, Customer Support, Professional Services, and customer-facing teams.
REQUIREMENTS:
- 2+ years of escalation management experience with proven account escalation and critical customer situation management
- Capacity to work in challenging environments with international clients
- Strong written and verbal communication skills; ability to articulate technical issues to executive audiences and explain business impact
- Strong analytical and end-to-end problem-solving skills
- Solid technical knowledge with ability to articulate technical concepts clearly; good understanding of Data Center, Storage, Networking, and Virtualization technologies
- Ability to multitask and prioritize with strong sense of closure
- Comfort in fast-paced, demanding environment with global customers
- Excellent customer-first demeanor and willingness to exceed expectations
- Demonstrated ability to lead and motivate others through forming and executing resolution plans for complex issues
- Demonstrated experience leveraging AI tools to streamline workflows, enhance productivity, and support high-quality decision-making
- Additional experience in Technical Account Management, Engineering Management, Customer Support Management, Program/Project Management, or similar roles is valued
