Senior Technical Account Manager

This is a fully remote position, open to applicants in Spain.

📋 Description

• Enhance the lifetime value of customers by fostering advocacy, acting as a customer champion in the development of our products and platform functionalities crucial to their success.

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

• Ensure achievement of key operational metrics, including Customer Health, Adoption (Consumption & Usage), Reference-ability, Renewal Likelihood, Upsell/Cross-Sell Potential, and Net Retention Rate and churn.

• Promote premier and programmatic Customer Success methodologies that facilitate consistent improvements throughout the customer lifecycle and accelerate Time to Value (TtV).

• Collaborate closely with Account Teams and Renewals Managers to uncover new opportunities and upsell potential while addressing any issues that may jeopardize renewals.

• Engage extensively across the Customer organization, from users to C-Level executives and influencers as necessary.

• Ensure that customer feedback and necessary capabilities are accurately captured and communicated internally to foster ongoing improvements in processes, products, and services.

• Assist customers by resolving critical issues and, if needed, developing effective guidelines tailored to their specific requirements.

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

• Partner with our Critical Accounts Program (CAP) team to help restore accounts with negative sentiments to a positive status.

• Understand and relay 'voice of customer' insights gathered from randomly selected Cohesity clients, addressing any concerns and providing follow-up.

⛳️ Requirements

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

• Languages: Fluent or Native English is essential. Fluent or Native Spanish is crucial for candidates based in Spain. Additional languages such as Italian and/or French would be advantageous.

• Strong empathy for customers and a genuine passion for revenue and growth.

• Comprehensive understanding of value drivers in recurring revenue business models.

• Prior account management experience as an AE, SE, CSM, Operations Manager, or similar role is strongly preferred.

• Extensive expertise in business operations - skilled at crafting engaging and relevant 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 self-improvement.

• Exceptional communication and presentation skills.

• Proven track record of successful strategy implementation and execution.

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

🏝️ Benefits

• Opportunities for professional development

• Health insurance coverage

• Flexible working arrangements