Case Escalation Manager

Foundation Capital; United States; On-site; USD 140,000 - 200,000; Full time

Job summary

Cohesity is seeking an Escalation Manager to own the programmatic resolution of critical customer issues, coordinating cross-functional and geographically dispersed teams to protect key customer relationships and sales opportunities. You will communicate status to executives, drive proactive issue trends, and collaborate with Sales, Support, Product Management, and Engineering to prevent recurrence.

The role reports as an individual contributor to the program director, with in-office

Qualifications

• 2+ years of Escalation Management experience, with account escalation experience.
• Experience leading cross-functional, geographically dispersed teams.
• Strong verbal and written communication; ability to articulate technical issues to executives.
• Solid knowledge of Data Center, Storage, Networking, and Virtualization technologies.
• Demonstrated experience leveraging AI tools to streamline workflows.

Responsibilities

• Ownership for driving progress and resolution of customer’s critical issues.
• Engage and lead cross-functional and geographically dispersed teams in action-plan execution.
• Effectively communicate critical issue status to executive staff, sales teams, and customers.
• Drive transparency into customer issue trends through case audits and proactive risk assessment.
• Ensure cross-functional teams operate on clearly established action plans and SLAs.
• Lead complex customer situations, coordinating the actions of Cohesity resources.
• Identify systemic issues and drive actions to prevent recurrence.
• Maintain current knowledge of Cohesity products and their business applications.
• Participate in weekly escalation review meetings across Sales, Support, Product Management and Engineering.
• Report to the program director as an individual contributor and collaborate with multiple teams.

Skills

Escalation management

Cross-functional leadership

Executive communication

Technical domain knowledge

Tools

AI tools

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.

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
• The escalation manager is an individual contributor role that reports to the program director 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
• 2+ years of Escalation Management experience - Account escalation experience required, and proven experience in managing Critical Customer situations.
• Demonstrated experience leveraging AI tools to streamline workflows, enhance productivity, and support high-quality decision-making.
• Additional experience in Technical Account Management, Engineering Management, Customer Support Management, Program/Project Management or similar roles

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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.

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.