Full-Time 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.

What you’ll do:

• Drive customer adoption, time to value, and overall customer engagement and satisfaction.
• Drive product enhancements and manage escalations.
• Provide an industry-leading customer experience for Rubrik customers in both a proactive and reactive manner.
• Jointly develop a success plan and drive to achieve the customer’s goals and objectives.
• 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.
• Manage account/case escalations, including customer and account team expectations around support.
• Coordinate, craft and deliver/discuss Root Cause Analysis (RCA) documents on customer issues.

Experience you’ll need:

• 8+ years of experience in a customer experience and/or account management role in a technology-based company
• Familiarity with account background, key stakeholders, goals, requirements and expectations of Rubrik.
• Excellent presentation, written, and verbal communication skills.
• Proven experience with Escalation management, Proactive account management skills at the global Enterprise level.

Preferred qualifications:

• 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.

What is the last date for applying to the job?

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