Strategic Escalation Lead for Critical Accounts

cohesity

Sydney

On-site

AUD 120,000 - 160,000

Full time

14 days+

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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.