Lead Critical Account Manager, APJ

About the role

The Lead Critical Account Manager is a strategic, high‑visibility position responsible for managing the highest level of escalation for critical customer issues that could impact Cohesity’s business relationships and sales opportunities across the APJ region.

Key responsibilities

• Own and drive resolution of customers' critical issues, coordinating cross‑functional and geographically dispersed teams.
• Communicate status of critical issues to executives, sales teams, and customers, ensuring transparency and timely updates.
• Conduct case audits to identify issue trends and proactively prevent future problems.
• Lead weekly escalation review meetings with Sales, Support, Product Management, and Engineering.

Required profile

• 5+ years of escalation or account escalation management experience, preferably in technical environments.
• Strong analytical, problem‑solving, and multitasking abilities with a customer‑first mindset.
• Excellent written and verbal communication skills, capable of articulating technical issues to executive audiences.

Required skills

• Solid knowledge of Data Center, Storage, Networking, and Virtualization technologies.
• Experience leveraging AI tools to enhance productivity and support decision‑making.
• Ability to lead and motivate cross‑functional teams to execute resolution plans.