Senior Technical Account Manager
Employment Info
JOB DETAILS
Requirements
- A relevant Bachelor’s degree or equivalent experience; preference for computer science, business management, or related degrees.
- Languages: English.
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, and Net Retention Rate and churn.
- Drive premier and programmatic Customer Success practices that support consistent customer lifecycle improvements and faster Time to Value.
- 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.
- Ability to 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.
Desired Qualifications
- A detailed description of the candidate’s experience with account management or customer success roles such as 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.
- Demonstrated ability to leverage AI tools to enhance productivity, streamline workflows, and support decision making.
Are you interested in this position?
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