Customer Resilience Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee all components of the post-sales process for a designated group of enterprise accounts

• Serve as the customer advocate, primary liaison, and key point of contact between Rubrik and selected clients

• Manage the customer lifecycle to maximize ROI while ensuring alignment with business objectives

• Collaborate with customers and Sales Account Teams to enhance adoption, accelerate time to value, boost engagement, and increase satisfaction

• Formulate success plans to meet customer goals and objectives

• Guarantee timely communication with customers and maintain a high level of satisfaction

• Monitor customer environments, proactively identify issue-prevention strategies, and ensure accounts remain in good standing

• Provide performance benchmarking, insightful analysis, and actionable recommendations

• Oversee product activation and usage, monitor adoption against targets, and proactively address any gaps

• Facilitate renewals, mitigate churn, and support account expansion

• Work in conjunction with Sales, Marketing, Engineering, Product Management, and IT

• Engage Support, Escalation, and Engineering teams to guarantee an exceptional customer experience

• Manage account and case escalations, establish virtual cross-functional teams, and drive issues to resolution

• Promote continuous improvement and implement lessons-learned processes to avoid escalations

• Enhance POC awareness among SEs and Account Directors while generating weekly reports

• Coordinate the creation and delivery of Root Cause Analysis documents for customer issues

• Track major issues and trends and take proactive measures

• Take ownership of onboarding, ongoing experience, product adoption, growth, and renewal throughout the customer lifecycle

⛳️ Requirements

• A minimum of 8 years of experience in customer success and/or technical account management within a technology-driven organization

• Bachelor’s degree in a computer-related field is preferred

• Demonstrated experience with escalation management and proactive account oversight at the global enterprise level

• Exceptional presentation, written, and verbal communication skills

• Capability to present to and communicate effectively with executive audiences

• Skill in tailoring messages and tone for both technical stakeholders and C-level executives

• Willingness to travel to various locations and customer sites as needed

• Flexibility to work outside of standard business hours when required

• Ability to coordinate and lead resources to fulfill customer needs

• Proficiency in assembling and guiding cross-functional initiatives and resources

• Ability to cultivate working relationships at all management levels

• Success in partnering with multiple teams and customers beyond direct influence

🏝️ Benefits

• Bonus potential

• Equity

• Comprehensive benefits

• Commitment to equal employment opportunities

• Reasonable accommodations for qualified individuals with disabilities