Systemic Escalations Manager

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

The position is a strategic, high-visibility role that proactively removes blockers for customer issues that can potentially jeopardize the Cohesity business relationship and/or sales opportunities with key customers. In the best case scenario, these systemic issues are identified and addressed even before they have an actual impact on our customers. These issues are typically a product defect or deficit that poses a significant risk to our client base that necessitates action to mitigate said risk.

The role requires cross-functional coordination with internal teams such as Sustaining and Development Engineers, Product Management, Release Management, Site Reliability Engineers and others in unison to resolve complex challenges. In this role, you will inspect the products, identify potential high impacting issues and lead the programmatic resolution of them by building and owning an interdepartmental, cross-functional, and geographically-located virtual team.

HOW YOU'LL SPEND YOUR TIME HERE:

• Driving transparency into customer issue trends through case audits and work to get ahead of issues proactively.
• Identify systemic and pervasive issues related to products and/or processes and drive actions to prevent future problems.
• Engaging and leading cross-functional and geographically dispersed teams in the development and execution of action plans to address these Systemic issues.
• Effectively communicating Systemic status to executive staff, sales teams, and other internal stakeholders.
• Ensuring the cross-functional teams are working off of clearly established action plans (ex. Who, What, When) and delivering within established SLTs
• Maintaining and expanding a solid understanding of current Cohesity products and their business applications.
• The Systemic 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

5+ 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

Education and Experience:

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

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