Senior Technical Account Manager

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

📋 Description

• Exhibits a profound understanding of the customer’s organization, industry, and business to foster trust and enhance product adoption.

• Actively demonstrates Cohesity’s features and services to foresee customer needs and optimize utilization.

• Recognizes upsell opportunities by staying updated on changes within the customer’s environment.

• Provides technical advice on suitable release strategies and deployment models.

• Facilitates the onboarding of new customers and acts as an initial educator for client representatives.

• Cultivates relationships between customers and Cohesity support teams to ensure effective collaboration.

• Independently addresses complex customer issues and involves cross-functional teams when necessary.

• Analyzes customer requirements using tools such as surveys and reviews, advocating for those needs internally.

• Works together with solution architects, product managers, and other technical specialists to solve intricate scenarios.

• Manages and monitors the customer roadmap, ensuring alignment and delivery of strategic goals.

• Develops and oversees Get Well Plans, acting as the central coordinator to address escalations and enhance account health.

• Keeps customer success tools updated in line with internal processes—refreshing touchpoints, health scores, QBRs, and follow-up actions.

• Positions and coordinates the delivery of Customer Success valued services.

⛳️ Requirements

• Over 8 years of experience across at least two domains: Data Protection, Virtualization, Storage, Backup, or Cloud Computing.

• Experience in managing intricate technical escalations and guiding them to resolution.

• Confidence in addressing product-related inquiries and leading technical discussions.

• Demonstrated ability to onboard and train customers to maximize product value.

• Comfortable with gathering customer feedback to shape product development.

• Proficient in monitoring capacity, usage, and trends.

• Skilled in Root Cause Analysis (RCA) documentation.

• Experienced in collaborating with cross-functional teams (Sales, Support, Renewals, PS, etc.) to enhance customer outcomes.

• Adaptable and responsive to evolving customer demands.

🏝️ Benefits

• Flexible work arrangements.

• Professional development opportunities.

• Health insurance coverage.