Case Escalation Manager

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?   We're looking for a dedicated, curious problem solver to join our team as a Case Escalation Manager! The position is a high-visibility role that provides the first level of escalation management for customer issues that are jeopardizing the Cohesity business relationship 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 customer challenges. In this role, you will route, lead and/or manage the programmatic resolution of customers' issues. HOW YOU'LL SPEND YOUR TIME HERE: Triaging and identifying the right ownership for driving progress and resolution of customer’s issues Engage and/or lead cross-functional and geographically dispersed teams in the development and execution of action plans to address escalated issues Effectively communicate status to executive staff, 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 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 The escalation manager is an individual contributor role that reports to the program Geo lead and works seamlessly with Engineering, Product Management, Customer Support, Professional Services and customer-facing teams to address customer issues WE'D LOVE TO TALK IF YOU HAVE ANY OF THE FOLLOWING: 2+ years of Escalation Management or Incident Management experience Demonstrated ability to lead and motivate others through developing and executing resolution plans for complex technical issues Strong analytical and end-to-end problem-solving skills Excellent written and verbal communication skills, including the ability to articulate technical issues to executive, business, and technical audiences Strong technical knowledge with a solid understanding of Data Center, Storage, Networking, and Virtualization technologies Excellent customer-first mindset with a proven commitment to driving customer success Ability to multitask, prioritize effectively, and drive issues to closure on behalf of the customer Experience working in a challenging environment supporting international and global customers Comfortable operating in a fast-paced, demanding environment Nice to have: Experience in Technical Account Management, Engineering, Customer Support, Program Management, Project Management, or similar customer-facing technical roles Education and Experience: BA/BS in computer science or equivalent (MBA a plus). #LI-VM1 Data Privacy Notice for Job Candidates: For information on personal data processing, please see our Privacy Policy .