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Rubrik -  - How Rubrik Delivers a World-Class Customer Experience

Company

How Rubrik Delivers a World-Class Customer Experience

Rubrik delivers 24/7 world-class customer support and is a recognized leader of customer satisfaction. Giri Iyer, VP of Global Customer Support and Success, explains how he maintains high-quality service among a rapidly-growing customer base. What makes Rubrik’s customer support different from other companies? Rubrik places customer satisfaction at the forefront of support. One way this is achieved is through customer advocacy, meaning that we work with customers to better strategize our product and experience. This internal engagement allows us to understand the needs and pain points of our customers. We have established multiple channels for our “Voice of the Customer” program. In addition to closed case surveys, customers can use embedded thermometers for every case update to provide real-time, one-click feedback. The VOC program also provides an “ideas forum” where they can submit new product ideas, view existing ideas from other customers, and up or down vote ideas. This platform allows customers to connect with Rubrik support, product management, and engineering. All feedback we receive is reviewed – no matter what – and then acted upon by the team. Constant monitoring of results is also a critical step of this process. What is your philosophy on providing a world-class customer…
Rubrik -  - Leadership Lab: Mark Smith on Understanding Balance in Business

Company

Leadership Lab: Mark Smith on Understanding Balance in Business

Mark Smith recently joined Rubrik as EVP of Global Sales and Business Development. He brings over 25 years of experience building high-performance global sales, marketing, and business development teams at companies such as Arista Networks, Infoblox, and NetScreen. He has also been named one of VARBusiness’ Top 100 Executives of the year. At Rubrik, we’re excited for Mark’s expertise, successful track record, and sense of humor. I had a chance to sit down with Mark and chat about what he’s learned throughout his career.   As a sales leader at four highly successful companies, what is the most valuable lesson you’ve learned? I’ve learned that everyone needs to be on the same page and share mutual respect. All teams must pull with the same energy and in the same direction to accomplish great things. Achieving this balance means eliminating the cynics and the passengers who are not pulling their weight. You’ve helped four companies grow from the startup stage to IPO. How does going public shape a company’s progress and innovation? From a sales and marketing perspective, it provides a huge uplift in awareness. The IPO itself is an enormous PR event and has a huge immediate impact. The growth a…
Rubrik -  - Fireside Chat with Rubrik’s Founders: Our First Three Years

Company

Fireside Chat with Rubrik’s Founders: Our First Three Years

In 2014, a VC and three engineers embarked on founding Rubrik. Three years later, the company has grown at an unprecedented pace. In celebration of Rubrik’s 3rd Birthday, I sat down with each co-founder to learn about their experiences and insights on innovating a previously untapped industry. Bipul Sinha – CEO What has been the biggest surprise about starting a company? Hiring top-quality talent. When we started the company, all of us had careers that involved working with highly-talented people. Part of me expected our network to follow us to Rubrik. I found that this wasn’t the case, as many people who are established in their careers are hesitant to take on the risk of a startup. We have managed to succeed in hiring excellent talent, but it was much more difficult than I expected. How has your mindset on leading a business changed since founding Rubrik? The biggest shift has been in my mental framework. As a VC, you’re a skeptic and are looking at the downside. As a founder, you’re an optimist. I think of human beings as having two states: a state of intellect and a state of will. The VC is in this state of intellect. The founder,…
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