Lead Critical Account Manager, APJ
Core
Strategic escalation management for critical customer issues jeopardizing business relationships or sales opportunities, coordinating cross-functional teams to resolve complex challenges.
Role type
Senior IC Account Escalation Manager
Builds
Resolution plans and action plans for critical customer issues
Domain
Enterprise Data Security / AI-powered Data Protection
Deliverable
client delivery
Required skills
Escalation management, cross-functional coordination, executive communication, technical problem-solving, SLA management, systemic issue identification, product knowledge
Preferred skills
Technical Account Management, Engineering Management, Program/Project Management, AI tool usage
Technologies
Data Center, Storage, Networking, Virtualization
Responsibilities
Drive progress and resolution of critical customer issues; Engage and lead cross-functional teams in developing action plans; Communicate issue status to executives, sales, and customers; Drive transparency through case audits; Ensure team adherence to action plans and SLAs; Lead complex customer situations; Identify systemic issues to prevent future problems; Maintain understanding of Cohesity products; Participate in weekly escalation review meetings.
Seniority
Senior, hands-on IC
