Senior Technical Account Manager - United Kingdom

Cohesity is the leader in AI-powered data security. Over 13,600 enterprise customers, including over 85 of the Fortune 100 and nearly 70% of the Global 500, rely on Cohesity to strengthen their resilience while providing Gen AI insights into their vast amounts of data. Our advanced technology is changing the way businesses store, manage, and protect their data. As a Senior Technical Account Manager, you will have a meaningful role in ensuring our customers' success by enhancing their experience, driving adoption of our technology, and reducing churn.

This is a challenging role that requires exceptional customer relationship development, operational expertise, plan building and execution, cross-functional collaboration, and analytical skills. We are looking for someone that is truly passionate about customer advocacy and has previous experiences to prove it. Additionally, you will focus on quality management; foster an environment of innovation and high accountability and demonstrate the ability to drive continuous operational improvement as a way of working and managing.

HOW YOU'LL SPEND YOUR TIME HERE:

• 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.

WE'D LOVE TO TALK IF YOU HAVE MANY OF THE FOLLOWING:

• 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.

Join us in our mission to revolutionize data management and be a part of our journey towards building a flawless customer experience.