Senior Customer Experience Manager

The Customer Experience Manager is a key role within the Customer Success organization, the successful candidate will drive all aspects of the post-sales Journey for a select group of Enterprise Accounts at Rubrik. He/She works as the driver, customer advocate, and primary point of contact between Rubrik and the select clients, managing their life-cycle with Rubrik, maximizing ROI, and coordinating to achieve their business goals and objectives. The CEM functions as an extension of the Sales Account Team, and partners with the customer to achieve faster customer adoption, time to value, and overall customer engagement and satisfaction. CEMs drive product enhancements and manage escalations while leveraging cross-functional relationships, to maintain and enhance customer confidence in Rubrik as the leader in cyber resilience and cloud data management.

The position’s objective is to most effectively provide an industry-leading customer experience for Rubrik customers in both a proactive and reactive manner. To succeed as a CEM at Rubrik, you must have excellent leadership, interpersonal, and communication skills. These skills are essential when mediating and driving to develop/achieve the customer’s tactical and strategic business objectives.

 Responsibilities include: 

•       Become familiar with the account background, key stakeholders, goals, requirements and expectations of Rubrik.
•       Ensure timely responses & communications to provide a high degree of customer satisfaction.
•       Jointly develop a success plan and drive to achieve the customer’s goals and objectives.
•       Be flexible, provide a tailored, comprehensive, focused and value driven customer experience.
•       Own and drive the customer’s overall journey, experience, and touch points with Rubrik.
•       Monitor customer’s environment, identify proactive activities to prevent issues, and keep the account in good standing.
•       Provide insight, performance benchmarking, and recommendations to the customer.
•       Collaborate with other organizations such as Sales, Marketing, Engineering, PM, and IT to improve overall customer satisfaction.
•       Engage Support, escalation, and Engineering teams as needed to ensure an optimal Rubrik experience for the customer.
•       Manage account/case escalations, including customer and account team expectations around support, create virtual cross-functional teams as needed to achieve customer satisfaction.
•       Drive continuous improvement, lessons learned and other processes to prevent escalations.
•       Develop POC awareness with SE and Account directors and generate weekly reports for customer and support teams.
•       Manage escalations, initiate conference calls, and drive to closure while delivering timely updates to stakeholders.
•       Coordinate, craft and deliver/discuss Root Cause Analysis (RCA) documents on customer issues.
•       Closely monitor top issues/trends, take the necessary proactive actions to prevent or limit customer exposure
•       The CEM role also encompasses the entire customer lifecycle including on-boarding, ongoing experience, and measures to ensure Rubrik product adoption, growth, and renewals.

Education & Experience:

•       A Bachelor degree in a computer-related discipline is preferred 
•       8+ years of experience in a customer experience and/or account management role in a technology-based company

General Skills

•       Competent, Knowledgeable, and Confident – Able to coordinate and lead required resources to address customer’s requirements.
•       Passionate about Customers - Strong customer orientation being proactive and positive by nature.
•       Cross-Functional & Collaborative – Able to assemble and lead team initiatives/resources.
•       Excellent presentation, written, and verbal communication skills.
•       Has proven experience with Escalation management, Proactive account management skills at the global Enterprise level.
•       Self-driven, proactive, hardworking, team-player with a good sense of humor.
•       Excellent interpersonal and teamwork skills, Proven ability to develop working relationships at all levels of management.
•       Proven ability to partner successfully with multiple teams and customers outside their direct influence.
•       Able to travel to other locations and customer sites on occasion.
•       Willing to work outside standard business hours when situations dictate.