Lead Critical Account Manager, APJ

cohesity; Sydney; On-site; AUD 120,000 - 160,000; Full time

Job summary

Cohesity is the leader in AI-powered data security. This role focuses on high-visibility escalation management for critical customer issues affecting Cohesity’s relationships and sales opportunities with key accounts.

You will coordinate a virtual, cross-functional team across product, engineering, support, and services to drive timely resolutions. You will work with Sales, Customer Support, Product Management, and Engineering to communicate status, lead action plans, and identify systemic

Qualifications

• 5+ years of Escalation Management experience, including account escalation.
• Ability to lead and motivate cross-functional teams across regions and time zones.
• Strong written and verbal communication skills, able to explain complex issues to executives.

Responsibilities

• Own the progress and resolution of customer-critical issues.
• Lead cross-functional, geographically dispersed teams with clear action plans.
• Communicate issue status to executive staff, sales, and customers transparently.
• Drive proactive trend analysis and avoid recurrence through systemic fixes.
• Ensure cross-functional teams operate with established SLAs and concrete ownership.
• Coordinate actions of Cohesity resources to resolve complex customer situations.
• Identify and drive actions to prevent future problems and expand product knowledge.

Skills

Escalation management

Cross-functional coordination

Executive communication

Data Center knowledge

AI tools awareness

Job description

Cohesity is the leader in AI-powered data security. Over 13,600 enterprise customers, including over 85 of the Fortune 100 and nearly 70% of the Global 500, rely on Cohesity to strengthen their resilience while providing Gen AI insights into their vast amounts of data. Formed from the combination of Cohesity with Veritas' enterprise data protection business, the company's solutions secure and protect data on-premises, in the cloud, and at the edge. Backed by NVIDIA, IBM, HPE, Cisco, AWS, Google Cloud, and others, Cohesity is headquartered in Santa Clara, CA, with offices around the globe.

We've been named a Leader by multiple analyst firms and have been globally recognized for Innovation, Product Strength, and Simplicity in Design , and our culture .

Want to join the leader in AI-powered data security?

The position is a strategic, high-visibility role that provides the highest level of escalation management for customer issues that are jeopardizing the Cohesity business relationship and/or sales opportunities with key customers. These issues typically 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 resolve complex challenges. In this role, you will lead and manage the programmatic resolution of customers' critical issues by building and owning an interdepartmental, cross-functional, and geographically-located virtual team.

The escalation manager is an individual contributor role reporting to the Senior Manager and works seamlessly with Engineering, Product Management, Customer Support, Professional Services and customer-facing teams to address and prevent critical issues.

HOW YOU'LL SPEND YOUR TIME HERE:

• 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, Product Management, and Engineering

WE'D LOVE TO TALK IF YOU HAVE ANY OF THE FOLLOWING:

• 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 as well technical 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
• Be comfortable in a fast-paced, demanding environment with global customers
• 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 - Account escalation experience required, and proven experience in managing Critical Customer situations.
• 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.

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Equal Employment Opportunity Employer (EEOE)

Cohesity is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status or any other category protected by law.

If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or