Customer Experience Manager II

• The Customer Experience 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

Desired Skills & Experience

• 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.