Technical Account Manager Dubai

Job Description

At Cohesity we are transforming data management. Our advanced technology is changing the way businesses store manage and protect their data. As a Technical Account Manager you will have a meaningful role in ensuring our customers success by enhancing their experience driving adoption of our technology and reducing churn. This is an outstanding opportunity to work with enterprise customers making a positive impact on their business while gaining valuable insights that improve Cohesitys value proposition.

This is a challenging role that requires exceptional customer relationship development operational expertise plan building and execution cross functional collaboration and analytical skills. We are looking for someone that is truly passionate about customer advocacy and has previous experiences to prove it. Additionally you will focus on quality management; foster an environment of innovation and high accountability and demonstrate the ability to drive continuous operational improvement as a way of working and managing. Are you by nature a conservative risk-taker with a high level of ambition who can thrive in an environment of change This might just be the position for you.

HOW YOULL SPEND YOUR TIME HERE:

• Increase the lifetime value of the Customer through greater advocacy serving as a customer advocate in the evolution of our products and platform functionality integral to the customers success.

• Elevate the customer experience by achieving higher product adoption customer satisfaction and overall health scores.

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

• Drive premier and programmatic Customer Success practices that support consistent customer lifecycle improvements and faster Time to Value (TtV).

• Work closely with Account Teams and Renewals Managers to identify new opportunities and upsell potential while addressing any issues putting renewals at risk.

• Engage broadly across the Customer organization from users through to C-Level/Influencer as required.

• Ensure customer feedback and required capabilities are clearly captured and conveyed internally to enable ongoing improvement of process products and services.

• Support customers by addressing important issues and if necessary creating effective guidelines for their specific needs.

• Ability to onboard Cohesity customers to achieve agreed-upon outcomes post-implementation.

• Collaborate with our Critical Accounts Program (CAP) team to assist in restoring accounts with negative sentiment to a positive state.

• Understand and report back on voice of customer feedback collected from randomly selected Cohesity customers and address any issues and provide follow-up.

WED LOVE TO TALK IF YOU HAVE MANY OF THE FOLLOWING:

• A relevant Bachelors degree or equivalent experience; preference for computer science business management or related degrees.

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

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

• Account Management experience as an AE SE CSM Operations Manager or equivalent strongly preferred.

• Deep business operations expertise - adept at creating relevant and compelling customer-facing reports messages and dashboards.

• Strong ability to influence through persuasion negotiation and consensus building internally and externally.

• Demonstrated desire for continuous learning and improvement.

• Excellent communication and presentation skills.

• Demonstrated success at strategy implementation and execution.

• Join us in our mission to revolutionize data management and be a part of our journey towards building a flawless customer experience.

• Demonstrated ability to leverage AI tools to enhance productivity streamline workflows and support decision making.

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Required Experience:

Manager