Global Escalation Lead – Critical Accounts

Cohesity, Inc.; Sydney; Hybrid; AUD 120,000 - 180,000; Full time

Benefits offered by this job

Healthcare coverage

Paid parental leave

Flexible paid time off

Additional company-wide days off

Wellness program

Continuous learning opportunities

Competitive salary and benefits

Job summary

Cohesity, Inc. is seeking an Escalation Manager to own the resolution of high-visibility customer issues, coordinating cross-functional teams across product, service, and sales to protect strategic relationships.

The role emphasizes executive communication, proactive problem solving, and driving action plans to meet tight SLAs. You will collaborate with Engineering, Product Management, Customer Support, and Professional Services to address critical customer situations, while continuously

Qualifications

• 5+ years of Escalation Management experience.
• Account escalation experience required.
• 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.

Responsibilities

• Own and resolve customer escalations with high visibility.
• Lead cross-functional and geographically dispersed teams to actions and SLAs.
• Communicate critical issue status to executive staff, sales, and customers.
• Drive proactive issue prevention by identifying trends and systemic problems.
• Maintain up-to-date knowledge of Cohesity products and applications.
• Participate in weekly escalation review meetings with Sales, Support, PM, and Engineering.

Skills

Escalation management

Account escalation

Technical account management

Engineering management

Customer support management

Program/project management

AI tool usage

Job description

Cohesity, Inc. is seeking an Escalation Manager to own the resolution of high-visibility customer issues, coordinating cross-functional teams across product, service, and sales to protect strategic relationships.

The role emphasizes executive communication, proactive problem solving, and driving action plans to meet tight SLAs. You will collaborate with Engineering, Product Management, Customer Support, and Professional Services to address critical customer situations, while continuously