Shift:EST (5:30 P.M IST- 2:30 A.M IST)
The Customer Resilience 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
- 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.
- 8+ 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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Join Us in Securing and Accelerating the World's AI Transformation
Rubrik (NYSE: RBRK) is the Security and AI Operations Company, delivering one platform built at the intersection of data, identity, and AI. The platform enables agentic cyber resilience and trusted AI operations for enterprises worldwide, built to recover before disruption strikes and stay a step ahead, so security is never the reason ambition stalls.
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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:
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Our Company: We are committed to building a merit-based organization that offers equal access to growth and success for all employees globally. Your potential is limitless here.
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Our Culture: We strive to create an inclusive atmosphere where individuals from all backgrounds feel a strong sense of belonging, can thrive, and do their best work. Your contributions help us innovate and break boundaries.
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Our Communities: We are dedicated to expanding our engagement with the communities we operate in, creating opportunities for underrepresented talent and driving greater innovation for our clients. Your impact extends beyond Rubrik, contributing to safer and stronger communities.
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, age, disability, genetic information, protected veteran status, or any other status protected by applicable law. Rubrik provides equal employment opportunities to employees and applicants in all terms and conditions of employment, including recruiting, hiring, promotion, compensation, training, leave, and termination.
Rubrik provides reasonable accommodations to qualified applicants and employees with disabilities in accordance with applicable law. If you need an accommodation to participate in the application process or to perform your job, please contact [email protected]. Accommodations may include changes to the application process, documents in an alternate format, a sign language interpreter, or specialized equipment.