Customer Resilience Manager – Customer Success

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

📋 Description

• Oversee all elements of the post-sales experience for designated Enterprise Accounts

• Serve as a facilitator, customer advocate, and the main point of contact between Rubrik and selected clients

• Manage the customer lifecycle, optimize ROI, and ensure the fulfillment of business objectives

• Collaborate with customers to expedite adoption, enhance time to value, engagement, and satisfaction

• Propel product improvements and handle escalations

• Gain a comprehensive understanding of account histories, stakeholders, goals, requirements, and expectations

• Guarantee prompt responses and communications to achieve high customer satisfaction

• Collaboratively create and execute customer success plans

• Take ownership of the customer's overall journey, experience, and interactions with Rubrik

• Monitor customer environments and identify proactive measures to avert issues

• Provide insights, performance metrics, and recommendations

• Manage product activation and usage, track adoption relative to goals, and address any gaps

• Facilitate renewals and mitigate churn

• Work alongside Sales, Marketing, Engineering, PM, and IT teams

• Engage Support, Escalation, and Engineering teams as required

• Handle account and case escalations and establish virtual cross-functional teams

• Foster continuous improvement and processes to minimize escalations

• Increase POC awareness and generate weekly reports

• Initiate conference calls, deliver stakeholder updates, and drive escalations to resolution

• Coordinate, create, and present Root Cause Analysis documents

• Track major issues and trends and take proactive measures

• Manage the entire customer lifecycle, encompassing onboarding, product adoption, growth, and renewal

⛳️ Requirements

• Over 8 years of experience in customer success and/or technical account management within a technology-oriented company

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

• Proficient in coordinating and leading necessary resources to meet customer needs

• Exceptional presentation, written, and verbal communication abilities

• Capable of presenting to and engaging with executive audiences

• Skilled at tailoring messaging and tone for both technical stakeholders and C-level executives

• Proven track record in escalation management and proactive account management at the global enterprise level

• Strong interpersonal and teamwork capabilities

• Demonstrated ability to cultivate working relationships across all management levels

• Proven aptitude for collaborating with multiple teams and customers beyond direct influence

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

• Open to working outside regular business hours when necessary

🏝️ Benefits

• Bonus potential

• Equity

• Benefits

• Reasonable accommodations for qualified applicants and employees with disabilities