• The Cohesity Technical Account Manager (TAM) Service helps ensure enterprise customers get the highest possible value from their Cohesity investment. • The Cohesity TAM leads all aspects of the post-sales customer experience including technical issues and customer adoption to grow accounts. • Demonstrates deep understanding of the customer’s organization, industry, and business to build trust and drive product adoption. • Proactively showcases Cohesity’s features and services to anticipate customer needs and improve utilization. • Identifies upsell opportunities by staying informed about developments in the customer’s environment. • Offers technical guidance on appropriate release strategies and deployment models. • Onboards new customers and serves as an early-stage educator for client representatives. • Builds relationships between customers and Cohesity support teams to ensure smooth collaboration. • Independently resolves complex customer issues and engages cross-functional teams when needed. • Investigates customer needs using tools such as surveys and reviews, and advocates for those needs internally. • Collaborates with solution architects, product managers, and other technical experts to resolve complex scenarios. • Owns and tracks the customer roadmap, ensuring strategic goals are aligned and delivered. • Develops and manages Get Well Plans, acting as a central coordinator to resolve escalations and drive account health. • Maintains customer success tools in accordance with internal processes—updating touchpoints, health scores, QBRs, and follow-up actions. • Position and coordinate delivery of Customer Success valued services.

• Lead, coach, and develop a team of Technical Account Managers through regular 1:1s, feedback, career development, and performance management. • Foster a culture of curiosity, accountability, continuous learning, and technical growth. • Help teammates build confidence in technical problem-solving, AI-assisted workflows, and customer consulting. • Stay close to the team's work by understanding customer challenges, supporting complex situations, and removing obstacles that prevent the team from succeeding. • Recruit, onboard, and develop new team members as the organization grows. • Create an environment where teammates feel supported, challenged, and empowered to grow their careers. • Partner with the Director of Customer Operations to evolve the Technical Account Management function as the organization grows. • Identify opportunities for greater specialization, segmentation, or changes in team ownership based on customer needs, workload, and business priorities. • Use operational data, team feedback, and firsthand knowledge of day-to-day work to make thoughtful recommendations that improve scalability and team effectiveness. • Help implement organizational changes, new processes, and operating models as the team continues to mature. • Develop team processes and operating rhythms that enable consistent execution while creating capacity to support future growth. • Develop a deep understanding of the team's day-to-day workflows and identify opportunities to improve efficiency, quality, and consistency. • Regularly evaluate recurring work to determine whether it should remain within Technical Account Management, be automated, or be addressed through Product or Engineering improvements. • Build and refine processes that help the team scale while maintaining a high-quality customer experience. • Partner closely with Product, Engineering, Customer Success, and Operations to remove friction and improve cross-functional collaboration. • Monitor team capacity, workload, and operational health to ensure sustainable execution. • Serve as a senior escalation point for complex customer situations, partnering across teams to drive resolution. • Coach the team through technical investigations rather than simply providing answers, helping build long-term technical capability. • Ensure technical customer issues are documented, prioritized, and translated into actionable product or operational improvements. • Build repeatable playbooks and best practices for common technical scenarios. • Encourage thoughtful use of AI tools to improve investigation, documentation, and operational efficiency. • Identify opportunities to automate repetitive work and reduce manual effort across the team. • Champion continuous improvement by helping the team experiment with new tools, workflows, and ways of working. • Build strong partnerships with Product, Engineering, Customer Success, Support, and Operations. • Advocate for customer needs while balancing operational efficiency and product scalability. • Provide structured feedback that helps influence product improvements and operational investments. • Help define clear ownership boundaries between Technical Account Management and partner teams as responsibilities evolve.

Role Description As a member of our technical sales team, you will build lasting relationships with our customers. You will help make Statco-DSI their preferred partner for their MRO parts needs, as well as process projects. This team excels at providing solutions to our customers, contributing to the overall business through increased sales and margins. - Start and develop strong and intentional ongoing relationships with a diverse customer base - Build a strong sales pipeline, achieving target-based conversions - Identify, approach, qualify, serve and develop customer contacts and potential accounts - Collaborate with stakeholders to help ensure a smooth sales process and customer success - Build relationships with our vendor partners to provide the best products and value to our customers - Achieve and exceed financial targets - Maintain industry knowledge, up to date on our offerings, customer businesses and organizations and market trends Qualifications - An undergraduate degree in engineering or industry-related course of study is preferred - Two (2) or more years of success in a similar type of role - Experience in sanitary manufacturing industries is preferred - Excited to be in person with your customers, traveling to build relationships Requirements - Base Salary Range: $68,600 - $117,600 Benefits - Comprehensive medical/dental/vision programs - Life insurance - Disability insurance - Paid time off programs - Retirement savings plan with a company match - Wellness program - No waiting period for benefits – you are eligible on your first day of employment! Company Description Pro Mach, Inc. was named to the Inc. 5,000 list of the fastest growing private companies in the U.S. seven times. We continue to introduce innovative products, enter new markets, expand our global presence, and actively acquire new capabilities. We have the rewards, opportunities, and the market strength of a large organization combined with the entrepreneurial culture of a small, fast-paced company. You will enjoy the benefits of working with a growing company that competes globally with the personal touch and feel of a smaller company where you can make an impact every day. ProMach is an Equal Opportunity Employer. Pro Mach uses E-Verify to verify employment eligibility of all new hires to work in the United States. Pro Mach is a drug-free workplace. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

• Responsible for managing the Analyst(s) and Senior Analyst(s), Technical Services, support expectations, department objectives, and career path development. • Technical aptitude and ability to troubleshoot complex software functionality issues. • Serve as an escalated point of contact for the client and oversees the delivery of a high level of quality service to ensure satisfaction with our products and services. • Manage timely review, escalation and/or resolution of software issues to ensure the needs of the organization and the clients are met. • Develop and maintain a professional relationship with the client to promote software engagement through best practice workshops, education, and exceptional support. • Support software automation and optimization initiatives and technical capabilities. • Ability to research and analyze data anomalies. • Assist with new client implementations and upgrades for existing clients. • Document and communicate software issues to ensure clients' requirements are met. • Identifies, communicates, and works to resolve complex data quality issues. • Collaborate with technical staff to create strategic plans to deliver services. • Support continuous improvement processes to improve quality and performance. • Provide training to technical staff on major changes to processes. • Utilize SQL to write and provide ad hoc reporting. • Experience working with real-time data integration (HL7) or managing daily file intake processes for software solutions. • Knowledge and experience working with interface engines such as Cloverleaf, Mirth or Corepoint. • Previous knowledge of Caristix or HL7 Spy is a plus. • Experience working with electronic health record (EHR) systems. • Support the implementation of new technology solutions and maintain essential software operations.