Customer Resilience Manager

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $148.1k - $222.1k / year

⏰ Full Time

🟠 Senior

🔴 Lead

👔 Manager

👻 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 a select group of enterprise accounts • Act as customer advocate, driver, and primary point of contact between Rubrik and select clients • Manage the customer lifecycle, maximize ROI, and coordinate achievement of business goals • Partner with customers and Sales Account Teams to accelerate adoption, time to value, engagement, and satisfaction • Drive success plans and achieve customer goals and objectives • Ensure timely customer communications and a high degree of customer satisfaction • Monitor customer environments, identify proactive issue-prevention activities, and keep accounts in good standing • Provide performance benchmarking, insights, and recommendations • Own product activation and usage, track adoption against goals, and close gaps proactively • Drive renewals, prevent churn, and support account growth • Collaborate with Sales, Marketing, Engineering, Product Management, and IT • Engage Support, Escalation, and Engineering teams to ensure an optimal customer experience • Manage account and case escalations, create virtual cross-functional teams, and drive issues to closure • Drive continuous improvement and lessons-learned processes to prevent escalations • Develop POC awareness with SEs and Account Directors and generate weekly reports • Coordinate and deliver Root Cause Analysis documents for customer issues • Monitor top issues and trends and take proactive action • Own onboarding, ongoing experience, product adoption, growth, and renewal across the customer lifecycle

🎯 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 • Proven experience with escalation management and proactive account management at the global enterprise level • 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 and C-level executives • Ability to travel to other locations and customer sites on occasion • Willingness to work outside standard business hours when situations dictate • Ability to coordinate and lead resources to address customer requirements • Ability to assemble and lead cross-functional initiatives and resources • Ability to build working relationships at all levels of management • Ability to partner successfully with multiple teams and customers outside their direct influence

🏖️ Benefits

• Bonus potential • Equity • Benefits • Equal employment opportunities • Reasonable accommodation for qualified individuals with disabilities