Lead Critical Account Manager, APJ | Sydney - Salesforce Tower - Australia (Office)

Cohesity, Inc.

Sydney

Hybrid

AUD 120,000 - 180,000

Full time

14 days+

A complete application in a minute

Tailored resume and cover letter, ready to send.

Get past ATS filters

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 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.

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.

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 are limited in the ability or unable to access or use this online application process and need an alternative method for applying,

In-Office Expectations Cohesity employees who are within a reasonable commute (e.g. within a forty-five (45) minute average travel time) work out of our core offices 2-3 days a week of their choosing.

We strongly prefer candidates who are currently located in or near the designated job location. Candidates outside the area should apply only if they are committed to relocating prior to their start date and have the legal right to work in the job location.

At Cohesity, we work hard and move fast—and we’re not afraid to push boundaries to deliver exceptional work. We value integrity and respect, and here’s what we promise: We’ll give you the tools to be successful and welcome you into a culture that celebrates individual contributions and collective success. We’ll empower you to grow, offer continuous learning opportunities, and surround you with ambitious, collaborative colleagues.

We strive to have a parity of benefits across regions, and while regulations differ from place to place, we believe taking care of our employees (and their families) is the right thing to do.