Senior Critical Accounts Escalation Manager

Cerebras; Ireland; On-site; EUR 80,000 - 100,000; Full time

Job summary

A leading tech company in Ireland seeks a Senior Critical Accounts Escalation Manager to handle key customer escalations and ensure resolution of critical issues. You will work closely with various teams and lead initiatives to improve customer satisfaction while managing executive-level challenges. The ideal candidate has over 3 years in escalation management and is skilled in technical communication and problem-solving.

Qualifications

• 3+ years of Escalation Management experience.
• Proven experience in managing Critical Customer situations.
• Strong understanding of Data Center, Storage, Networking, Virtualization technologies.

Responsibilities

• Drive progress and resolution of customer's critical issues.
• Lead cross-functional teams to address critical situations.
• Communicate critical issue status to executive staff.

Skills

Cross-functional collaboration

Analytical skills

Technical communication

Problem-solving

Customer-first approach

Education

BA/BS in computer science or equivalent

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.

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

Senior Critical Accounts Escalation Manager (CAP)

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.

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, Customer Success, Product Management, and Engineering
• The escalation manager is an individual contributor role that reports to the program manager and works seamlessly with Engineering, Product Management, Customer Support, Professional Services and customer-facing teams to address and prevent critical issues

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
• 3+ 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
• BA/BS in computer science or equivalent (MBA a plus).
• 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 are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at 1-855-9COHESITY or [e-mail] for assistance.

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.

Interested candidates based outside of the designated areas are welcome to apply, provided they have the right to work in the job location.