Case Escalation Manager
Cohesity (company site, opens in a new tab)2+ yrsPuneOn-siteDirect career pageEst. 10–18 LPA
Posted on 10 Sept
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Job description
Structured overview of role & requirements
About This Role
- Own end-to-end management and resolution of customers' critical escalation issues affecting business relationships or sales opportunities.
- Lead and coordinate cross-functional, global teams including Engineering, Product Management, Support, and Sales to execute clear action plans and meet SLAs.
- Communicate issue status to executives and customers, analyze systemic issues to drive preventive actions, and participate in escalation review meetings.
Minimum Requirements
- Minimum 2+ years of escalation management experience involving critical customer situations and account escalation.
- Strong technical knowledge in Data Center, Storage, Networking, and Virtualization technologies.
- Demonstrated experience using AI tools to improve workflows and decision-making.
- Candidates must be located in or willing to relocate near the designated job location with legal right to work there.
Ideal Candidate Profile
- Experienced in managing high-visibility, cross-functional escalations in a global enterprise technology environment.
- Capable of clearly articulating complex technical issues to executive-level stakeholders and translating technical details into business impact.
- Proven ability to lead and motivate distributed teams to closure on complex issues, balancing multitasking and prioritization in a fast-paced setting.