Customer Resilience Manager – Customer Success

🔥 9 minutes ago

🇺🇸 United States – Remote

💵 $164.6k - $246.8k / year

⏰ Full Time

🟠 Senior

🔴 Lead

🏆 Customer Success

👻 Ghost score 1%

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Rubrik, Inc.

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2014

🏢 Enterprise

🔐 Security

☁️ SaaS

Enterprise • Security • SaaS

Rubrik, Inc. is a company that specializes in data management and cloud data platforms. Its products and services focus on data backup, recovery, security, and cloud data management, enabling enterprises to manage, protect, and recover their critical data. Rubrik offers solutions that integrate with cloud service providers and various platforms to ensure seamless and secure data operations for its clients. The company aims to simplify data management across complex, hybrid cloud environments.

📋 Description

• Drive all aspects of the post-sales journey for select Enterprise Accounts • Act as driver, customer advocate, and primary point of contact between Rubrik and select clients • Manage customer lifecycles, maximize ROI, and coordinate achievement of business goals and objectives • Partner with customers to accelerate adoption, time to value, engagement, and satisfaction • Drive product enhancements and manage escalations • Become familiar with account backgrounds, stakeholders, goals, requirements, and expectations • Ensure timely responses and communications to provide high customer satisfaction • Jointly develop and execute customer success plans • Own the customer's overall journey, experience, and touch points with Rubrik • Monitor customer environments and identify proactive activities to prevent issues • Provide insights, performance benchmarking, and recommendations • Own product activation and usage, track adoption against goals, and close gaps • Drive renewals and prevent churn • Collaborate with Sales, Marketing, Engineering, PM, and IT • Engage Support, Escalation, and Engineering teams as needed • Manage account and case escalations and create virtual cross-functional teams • Drive continuous improvement and processes to prevent escalations • Develop POC awareness and generate weekly reports • Initiate conference calls, provide stakeholder updates, and drive escalations to closure • Coordinate, craft, and deliver Root Cause Analysis documents • Monitor top issues and trends and take proactive action • Own the full customer lifecycle, including onboarding, product adoption, growth, and renewal

🎯 Requirements

• 8+ years of experience in a customer success and/or technical account management role in a technology-based company • Bachelor's degree in a computer-related discipline preferred • Ability to coordinate and lead required resources to address customer requirements • Excellent presentation, written, and verbal communication skills • Ability to present to and communicate with executive audiences • Ability to tailor messaging and tone for technical stakeholders through C-level executives • Proven experience with escalation management and proactive account management at the global enterprise level • Excellent interpersonal and teamwork skills • Proven ability to build working relationships at all levels of management • Proven ability to partner 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

🏖️ Benefits

• Bonus potential • Equity • Benefits • Reasonable accommodations for qualified applicants and employees with disabilities