Support Alliances Program Manager

The Support Alliances Program Manager will report to the VP of Digital Experience and will be responsible for defining and managing the support enablement processes for support technology partners (Apps, OEMs, and software). In this role, the Support Alliances Program Manager will define the collaborative support agreements that will identify the level of support appropriate for each partner engagement, as well as features and product enhancements that may need to be implemented throughout the engagement. A primary focus area will be on long term supportability strategies related to system integrations and proactive support.

Responsibilities:

• Identify and track key milestones from program inception to program retrospective.
• Participate in quarterly business reviews with partners to drive internal and partner alignment.
• Facilitate collaborative support meetings to identify partner support needs.
• Recommend supportability ideas in the context of hardware partnerships.
• Partner and coordinate across Alliances, Engineering, Support, Sales, and Product to drive cross-functional programs with executive-level visibility, ensuring alignment on goals.
• Attend weekly cross-functional partner meetings, and own actions and requests related to the defined support model.
• Establish collaborative support agreements to define case and call flow handling, escalation procedures and training enablement
• Perform periodic knowledge article and Engineering tickets reviews to recommend process enhancements

Skills & Accomplishments

• Proficiency with tools like Asana, JIRA and systems automate
• Proven track record of setting up, defining, and driving cross-functional support/services programs in a fast-paced environment.
• Minimum 5 years of direct and demonstrated Program Management experience in a Customer Support related or Alliances role.
• Aligns well to Cohesity Core Values (RADIO) Respect, Attitude, Delivery, Innovator, Customer Obsessed
• Extremely strong meeting facilitation, influencing, analytic and decision-making skills
• Strong understanding of data management, including backup and recovery, file shares, Virtualization and cloud technologies like GCP, AWS or Microsoft Azure
• Knowledge of Salesforce Service Cloud.
• Attention to details in a fast-paced environment like Cohesity, Flexible and adaptable in a dynamic environment
• Experience supporting third-party partnerships
• Ability to identify and track key milestones from program inception to program retrospective.
• Enterprise level mindset: Experience working with larger companies (not all startup exp).
• Direct and demonstrated experience with supportability strategies related to system integrations and proactive support

Advantageous

• Strong understanding of data management, including backup and recovery, file shares, Virtualization and cloud technologies like GCP, AWS or Microsoft Azure.

Educational Experience:

• Bachelor's degree, preferably in Computer Science, Information Systems or equivalent experience in technical program management experience.