As a Senior Technical Account Manager at Cohesity, you will play a pivotal role in ensuring customer success by enhancing their experience, driving adoption of our technology, and reducing churn.
We are considering applications for Senior Technical Account Managers located in the UK (Remote), Dublin or Cork - Ireland (Hybrid), Paris - France (Hybrid), and Denmark (Remote).
Key responsibilities
Increase the lifetime value of the Customer through greater advocacy, serving as a customer advocate in the evolution of our products and platform functionality integral to the customer's success.
Elevate the customer experience by achieving higher product adoption, customer satisfaction, and overall health scores.
Ensure delivery on key operational metrics, including Customer Health, Adoption (Consumption & Usage), Reference-ability, Renewal Likelihood, Upsell / Cross-Sell Potential, Net Retention Rate, and churn.
Drive premier and programmatic Customer Success practices that support consistent customer lifecycle improvements and faster Time to Value (TtV).
Work closely with Account Teams and Renewals Managers to identify new opportunities and upsell potential while addressing any issues putting renewals at risk.
Engage broadly across the Customer organization from users through to C-Level/Influencer as required.
Ensure customer feedback and required capabilities are clearly captured and conveyed internally to enable ongoing improvement of process, products, and services.
Support customers by addressing important issues and, if necessary, creating effective guidelines for their specific needs.
Onboard Cohesity customers to achieve agreed-upon outcomes post-implementation.
Collaborate with our Critical Accounts Program (CAP) team to assist in restoring accounts with negative sentiment to a positive state.
Understand and report back on "voice of customer" feedback collected from randomly selected Cohesity customers and address any issues and provide follow-up.
Qualifications
A relevant Bachelor's degree or equivalent experience; preference for computer science, business management, or related degrees.
Languages: Fluent or Native French or Spanish (ideally both), required for candidates located in UK, Ireland and France.
Strong empathy for customers and a passion for revenue and growth.
Deep understanding of value drivers in recurring revenue business models.
Account Management experience as an AE, SE, CSM, Operations Manager, or equivalent strongly preferred.
Deep business operations expertise – adept at creating relevant and compelling customer-facing reports, messages, and dashboards.
Strong ability to influence through persuasion, negotiation, and consensus building internally and externally.
Demonstrated desire for continuous learning and improvement.
Excellent communication and presentation skills.
Demonstrated success at strategy implementation and execution.
Ability to leverage AI tools to enhance productivity, streamline workflows, and support decision making.
Join us in our mission to revolutionize data management and be a part of our journey towards building a flawless customer experience.
Equal Employment Opportunity
Cohesity is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status or any other category protected by law. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at 1-855-9COHESITY or recruiting@cohesity.com for assistance.
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In-Office Expectations
Cohesity employees who are within a reasonable commute (e.g., within a forty-five (45) minute average travel time) work out of our core offices 2-3 days a week of their choosing. Interested candidates based outside of the designated areas are welcome to apply, provided they have the right to work in the job location.
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