Senior Technical Account Manager

Role Overview

• 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