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We're looking for a dedicated, curious problem solver to join our team as a Critical Escalation Manager (CCM)!

The position is a role that provides escalation management for customer issues that are jeopardizing the Cohesity business relationship and/or sales opportunities with key customers.These issues can 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 assist in resolving complex challenges.

HOW YOU'LL SPEND YOUR TIME HERE:

• Ownership for driving progress and resolution of customer’s issues
• Engage and lead multi-functional and geographically dispersed teams in the development and execution of action plans to address critical issues.
• Effectively communicate issue status to internal teams, sales teams, and the customer
• Ensure the cross-functional team is working off of clearly established action plans (ex.Who, What, When) and delivering within established SLAs
• Maintain and expand a solid grasp of current Cohesity products and their business applications
• The Escalation Manager is an individual contributor role that collaborates with 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:

• 5+ years of Escalation Management experience
• Additional experience in Technical Account Management, Customer Support Management, Program/Project Management or similar roles
• Capacity to work in a meaningful, fast paced and ever changing environment with international Enterprise customers
• Written and verbal executive interpersonal skills; including the ability to clearly articulate technical issues to both technical and non-technical audiences, and also explain the impact in business terms
• Strong analytical and end-to-end problem solving skills
• Proven Technical Knowledge, ability to articulate technical concepts clearly, good understanding of Data Center, Storage, Networking, Virtualization technologies.
• Capability to multitask and prioritize with a proven sense of getting to closure on behalf of the customer
• 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

Education and Experience:

• BA/BS in computer science or equivalent (MBA a plus)

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