Jan Willem Moolenaar

Senior Critical Accounts Escalation Manager @Cohesity

Reading, GB

The Critical Escalation Manager (CEM) is the primary point of contact accountable for critical customer situations and escalations. Their primary workload comes from the Escalation Management Team, and consists of engagement in cases or situations that are political, legal in nature, compensation requests, or business impacting scope. The CEM intervenes and drives an effective Coheisty (Veritas) response, gathering information, enlisting the assistance of the appropriate parties, and managing resolution of customer issues. They also assist Cohesity (Veritas) by gathering data regarding customer issues which is then provided to the various stakeholders and used for continuous improvement. Other duties include: Training, program development, as well as providing input to management on processes, practices, and procedures to prevent future escalations.

School for Economics, Haarlem, Netherlands

Business/Managerial Economics