Technical Account Manager

Cohesity

At Cohesity, we are transforming data management. Our advanced technology is changing the way businesses store, manage, and protect their data. As a 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 an outstanding opportunity to work with enterprise customers, making a positive impact on their business while gaining valuable insights that improve Cohesity's value proposition.

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.