Case Escalation Manager

Job Summary

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.

Responsibilities

• 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

Requirements

• 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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