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Customer Experience Manager I
 
Location: Bangalore, India
Shift:EST (5:30 P.M IST- 2:30 A.M IST)
 
Job Description
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 POC, 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. Goal 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.
  • Responsible for training customers on how to engage support, file ideas and navigate the support portal.
  • Identifies proactive activities to keep the account(s) in good standing.
  • Engages Support and Engineering teams as needed to ensure an optimal Rubrik experience while maintaining positive relationship with support and engineering teams.
  • Manage escalations 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
  • 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
 Desired Skills & Experience
  • Has proven experience with Escalation management, Proactive management and account management skills
  • 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.
  • 5+ 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…), and Hypervisors (VMware, Hyper-V…)
  • Required Storage vendor experience
  • Proven ability to partner successfully with multiple teams and customers outside their direct influence
  • Ability to work effectively with senior management, cross-functional teams, internal customers, external partners, vendors, and end users
  • Project/Program management a plus
  • Related BA/BS or advanced degree preferred
  • Able to travel to other locations and customer sites on occasion.

 

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About Rubrik:

Rubrik is on a mission to secure the world’s data. With Zero Trust Data Security™, Rubrik helps organizations achieve business resilience against cyberattacks, malicious insiders, and operational disruptions. Rubrik Security Cloud, powered by machine learning, secures data across enterprise, cloud, and SaaS applications. Rubrik helps organizations uphold data integrity, deliver data availability that withstands adverse conditions, continuously monitor data risks and threats, and restore businesses with their data when infrastructure is attacked.

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Diversity, Equity & Inclusion @ Rubrik

At Rubrik we are committed to building and sustaining a culture where people of all backgrounds are valued, know they belong, and believe they can succeed here.

Rubrik's goal is to hire and promote the best person for the job, no matter their background. In doing so, Rubrik is committed to correcting systemic processes and cultural norms that have prevented equal representation. This means we review our current efforts with the intent to offer fair hiring, promotion, and compensation opportunities to people from historically underrepresented communities, and strive to create a company culture where all employees feel they can bring their authentic selves to work and be successful.

Our DEI strategy focuses on three core areas of our business and culture:

  • Our Company: Build a diverse company that provides equitable access to growth and success for all employees globally. 

  • Our Culture: Create an inclusive environment where authenticity thrives and people of all backgrounds feel like they belong.

  • Our Communities: Expand our commitment to diversity, equity, & inclusion within and beyond our company walls to invest in future generations of underrepresented talent and bring innovation to our clients.

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.

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In consideration of any disclosure of certain nonpublic or confidential information, you hereby enter into this Nondisclosure Agreement (the “Agreement”) and agree as follows:

  1. Confidential Information. In connection with a potential business relationship or other business purposes, Rubrik, Inc. (the “Company”) has granted you (the individual or entity named below) access, or may grant you access, to business, technical or other nonpublic information, materials and/or ideas (“Confidential Information,” which term shall include, without limitation, anything you learn or discover as a result of exposure to or analysis of any Confidential Information).
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  5. Feedback.  You may, at your option and in your sole discretion, provide suggestions or feedback related to the Company’s products or services.  In no event will such suggestions or feedback be considered confidential or proprietary to you.  The Company will be free to use such suggestions as it chooses, without compensation to you.
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  7. Miscellaneous.  The terms of this Agreement will remain in effect with respect to any particular Confidential Information until you can document that such Confidential Information falls into one of the exceptions stated in Section 2 above.  You acknowledge and agree that due to the unique nature of the Confidential Information, any breach of this Agreement would cause irreparable harm to Company for which damages are not an adequate remedy, and that Company shall therefore be entitled to equitable relief in addition to all other remedies available at law.  This Agreement is personal to you, nonassignable by you, governed by the internal laws of the State of California and may be modified or waived only in writing signed by both parties.  If any provision of this Agreement is found to be unenforceable, such provision will be limited or deleted to the minimum extent necessary so that the remaining terms remain in full force and effect.  The prevailing party in any dispute or legal action regarding the subject matter of this Agreement shall be entitled to recover attorneys’ fees and costs.
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