Cohesity

Senior Technical Account Manager

Cohesity

full-time

Posted on:

Location Type: Hybrid

Location: Dublin • Ireland

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Job Level

Senior

About the role

  • 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 (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.
  • 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.

Requirements

  • 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), will be essential 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.
  • Demonstrated ability to leverage AI tools to enhance productivity, streamline workflows, and support decision making.
Benefits
  • Flexible working hours
  • Professional development opportunities
  • Health insurance
  • Paid time off
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer advocacyproduct adoptioncustomer satisfactionoperational metricscustomer healthupsellcross-sellonboardingreport creationstrategy implementation
Soft Skills
empathypersuasionnegotiationconsensus buildingcommunicationpresentationcontinuous learninginfluencecollaborationcustomer engagement