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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 provides data protection and security solutions across on-premises, cloud, and edge environments, backed by major investors including NVIDIA, IBM, HPE, Cisco, AWS, and Google Cloud.
This is a strategic, high-visibility individual contributor role focused on escalation management for critical customer issues that jeopardize business relationships or sales opportunities with key accounts. You will lead cross-functional, geographically-dispersed virtual teams to resolve complex challenges spanning product, service, support, and other business functions.
Key responsibilities include:
- Owning the programmatic resolution of customers' critical issues
- Leading and coordinating cross-functional teams (Engineering, Product Management, Customer Support, Professional Services) 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 prevention
- Ensuring cross-functional teams work off clearly established action plans with defined ownership and SLAs
- Identifying systemic and pervasive issues related to products or processes and driving preventive actions
- Maintaining deep understanding of Cohesity products and their business applications
- Participating in weekly escalation review meetings across Sales, Support, Product, and Engineering
You will work in a challenging, fast-paced environment with international clients, requiring strong executive communication skills, technical acumen, and the ability to translate technical issues into business impact. The role demands excellent customer-first demeanor, multitasking capability, and demonstrated ability to lead and motivate others through complex resolution scenarios.
REQUIREMENTS:
- 5+ years of escalation management experience, specifically account escalation and critical customer situation management
- Additional experience in Technical Account Management, Engineering Management, Customer Support Management, Program/Project Management, or similar roles
- Solid technical knowledge with ability to articulate technical concepts clearly; understanding of Data Center, Storage, Networking, and Virtualization technologies
- Strong written and verbal communication skills; ability to clearly articulate technical issues to executive audiences and explain business impact
- Strong analytical and end-to-end problem-solving skills
- Capacity to work in challenging environment with international clients
- Capability to multitask and prioritize with strong sense of closure
- Demonstrated proficiency to lead and motivate others through forming and executing resolution plans
- Demonstrated ability to leverage AI tools to enhance productivity, streamline workflows, and support decision-making
- Excellent customer-first demeanor and willingness to exceed expectations
