Customer Experience Manager - US

Customer Experience Manager - US

Rubrik is one of the fastest growing companies in Silicon Valley, revolutionizing data protection and management in the emerging multi-cloud world. We are the leader in cloud data management, delivering a single platform to manage and protect data in the cloud, at the edge, and on-premises. Enterprises choose Rubrik to simplify backup and recovery, accelerate cloud adoption, enable automation at scale, and secure against cyberthreats. Rubrik has raised over $553 million in venture funding, most recently at a valuation of $3.3 billion. We've been recognized as a Forbes Cloud 100 Company two years in a row and as a LinkedIn Top 10 startup.

About The Job

The Customer Experience Manager is a key role within the Customer Support organization. This role will be responsible for managing specific account(s) experience through strong relationship building and technical knowledge. Works as the primary point of contact, driver, and customer advocate for major projects and escalations while leveraging cross-functional relationships to maintain and enhance customer confidence in Rubrik as the leader in cloud data management. The position's objective is to provide an industry leading customer experience for Rubrik customers in both a proactive and reactive manner.

Main Duties :

• Become familiar with account background, key stakeholders, and their expectations of Rubrik. Ensure timely responses & communications to provide a high degree of customer satisfaction and confidence in Rubrik.
• Owner and driver of customer's overall Rubrik support experience.
• Ability to be flexible to provide a tailored, comprehensive, value driven customer experience.
• Responsible for training customers on how to engage support, file ideas and navigate the support portal.
• Analyze customer's business & infrastructure requirements to suggest upgrades and ensure they align with Rubrik and industry standard best practices.
• Identifies proactive activities to keep the account(s) in good standing.
• Engages Support and Engineer teams as needed to ensure an optimal Rubrik experience while maintaining positive relationship with support and engineering teams.
• Manage escalations and customer and account team expectations around support when needed and builds virtual cross-functional teams to achieve customer satisfaction.
• Drive continuous improvement and lessons learned process that prevents further escalations.
• Develop POC awareness with SE and Account directors and generates weekly reports for customer and support teams.
• Responsible for coordinating, crafting and delivering RCA documents for customers.
• Use CRM data to proactively identify accounts and issues that may require focused approach to resolution.
• The CEM role also encompasses the entire customer lifecycle including on-boarding, first 90 day experience and measure to ensure Rubrik footprint growth.

About You

Proven experience with Escalation management, Proactive management, and Account management skills at the global IT Enterprise level. Ability to multitask and work effectively under pressure and deadlines. Willingness to work outside standard business hours when situations dictate. Has both technical and functional expertise with CRM systems (salesforce preferred). Has excellent communications skills, including verbal, written, and presentation skills with the ability to write customer facing updates and root cause documents in a way that is clear, simple, and easy to understand. Quickly understands the business issues and data challenges of global Customer Support organizations. Has experience building and managing virtual cross-functional teams. 12+ years in support leadership, Escalation management, and or customer facing support technical roles / account management. Effective relationship and team builder. Strong technical background in Networking, Storage, Backup and Recovery, Cloud solutions (S3, Azure, Google), scale out solutions, and Hypervisors (VMware, Hyper-V, Nutanix AHV) Required Primary Storage vendor experience (NetApp, EMC, HDS, etc) Proven ability to partner successfully with multiple teams and customers outside their direct influence. Ability to work effectively with executive / senior management, cross-functional teams, internal customers, external partners, vendors, and end users. Project / Program management a plus. Bachelor's Degree required, MBA preferred. Able to travel to other locations and customer sites on occasion as needed.

The minimum and maximum base salaries for this role are posted below; additionally, the role is eligible for bonus potential, equity and benefits. The range displayed reflects the minimum and maximum target for new hire salaries for the role based on U.S. location. Within the range, the salary offered will be determined by work location and additional factors, including job-related skills, experience, and relevant education or training. US Pay Range $123,100$184,700 USD.

Join Us in Securing the World's Data

Rubrik (RBRK), the Security and AI company, operates at the intersection of data protection, cyber resilience and enterprise AI acceleration. The Rubrik Security Cloud platform is designed to deliver robust cyber resilience and recovery including identity resilience to ensure continuous business operations, all on top of secure metadata and data lake. Rubrik's offerings also include Predibase to help further secure and deploy GenAI while delivering exceptional accuracy and efficiency for agentic applications.

Inclusion @ Rubrik

At Rubrik, we are dedicated to fostering a culture where people from all backgrounds are valued, feel they belong, and believe they can succeed. Our commitment to inclusion is at the heart of our mission to secure the world's data. Our goal is to hire and promote the best talent, regardless of background. We continually review our hiring practices to ensure fairness and strive to create an environment where every employee has equal access to opportunities for growth and excellence. We believe in empowering everyone to bring their authentic selves to work and achieve their fullest potential. Our inclusion strategy focuses on three core areas of our business and culture :

Equal Opportunity Employer / Veterans / Disabled. Rubrik is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. Rubrik provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Rubrik complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please contact us at hr@rubrik.com if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment. EEO IS THE LAW (https : / / www.eeoc.gov / sites / default / files / 2023-06 / 22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf)