Case Escalation Manager
Core
Strategic management of critical customer issues jeopardizing business relationships or sales opportunities for Cohesity's AI-powered data security solutions.
Role type
Senior IC Case Escalation Manager
Builds
Interdepartmental resolution programs for critical customer incidents
Domain
Enterprise Data Security / Cloud Storage
Required skills
Cross-functional leadership, Executive communication, Technical problem-solving, SLA management, Systemic issue identification, Program execution
Preferred skills
AI tool utilization, Technical Account Management, Engineering Management, Project Management
Technologies
Data Center, Storage, Networking, Virtualization
Responsibilities
Drive resolution of critical customer issues, Lead cross-functional teams, Communicate status to executives and customers, Audit case trends, Ensure SLA compliance, Identify systemic issues, Participate in escalation review meetings
Seniority
Senior, hands-on IC
