Senior Technical Account Manager

This is a fully remote position, open to applicants in Germany, +1 more country.

📋 Description

• Enhance the lifetime value of customers by fostering advocacy and acting as a customer representative in the development of our products and platform functionalities essential for customer success.

• Improve the customer experience by increasing product adoption, customer satisfaction, and overall health metrics.

• Ensure the achievement of key operational objectives, such as Customer Health, Adoption (Consumption & Usage), Reference-ability, Renewal Likelihood, Upsell/Cross-Sell Potential, and Net Retention Rate along with churn reduction.

• Promote exceptional and systematic Customer Success practices that facilitate consistent improvements throughout the customer lifecycle and expedite Time to Value (TtV).

• Collaborate closely with Account Teams and Renewal Managers to uncover new opportunities and upselling prospects while resolving any issues that may jeopardize renewals.

• Engage comprehensively with the Customer organization, from end-users to C-Level executives and influencers as needed.

• Ensure that customer feedback and necessary capabilities are accurately captured and communicated internally to support ongoing enhancements of processes, products, and services.

• Assist customers by addressing critical issues and developing effective guidelines tailored to their specific requirements when necessary.

• Capable of onboarding Cohesity customers to achieve the desired outcomes following implementation.

• Work in conjunction with our Critical Accounts Program (CAP) team to help restore accounts exhibiting negative sentiment back to a positive state.

• Comprehend and relay "voice of customer" feedback gathered from randomly selected Cohesity customers, addressing any concerns and providing follow-up as needed.

⛳️ Requirements

• A relevant Bachelor's degree or equivalent experience; preference given to degrees in computer science, business management, or related fields.

• Languages: Proficiency in both German and English is essential, with fluent French as a desirable third language.

• Strong empathy for customers paired with a passion for driving revenue and growth.

• In-depth understanding of value drivers in recurring revenue business models.

• Prior experience in Account Management as an AE, SE, CSM, Operations Manager, or similar roles is highly preferred.

• Extensive business operations knowledge - skilled in creating relevant and impactful customer-facing reports, messages, and dashboards.

• Strong capability to influence through persuasion, negotiation, and consensus building both internally and externally.

• Proven commitment to continuous learning and improvement.

• Exceptional communication and presentation abilities.

• Proven track record of successful strategy implementation and execution.

• Demonstrated ability to utilize AI tools to boost productivity, streamline workflows, and assist in decision-making.

🏝️ Benefits

• Health insurance

• Professional development opportunities

• Flexible work arrangements