Customer Experience Manager

Location: Tokyo, Japan

ABOUT THE TEAM

Rubrik Software Engineers are self-starters, driven, and can manage themselves. We believe in giving engineers responsibility, not tasks. Our goal is to motivate and challenge people to do their best work. To do that, we have a very fluid structure and give people flexibility to work on projects that they enjoy the most. This develops more capable engineers, and keeps everyone engaged and happy.

ABOUT THE JOB

Job Description:

Rubrik is currently looking for a Customer Experience Manager. The Customer Experience Manager is a key role within the Customer Support organization. This role is responsible for managing specific account(s) experience through strong relationship building and technical knowledge. Works as the primary point of contact, driver, and customer advocate for major projects, escalations and product enhancements while leveraging cross-functional relationships to maintain and enhance customer confidence in Rubrik as the leader in cloud data management. The position’s objective is to most effectively provide an industry leading customer experience for Rubrik customers in both a proactive and reactive manner.

What You’ll Do:

Become familiar with account background, key stakeholders, goals, requirements and expectations of Rubrik. Ensure timely responses & communications to provide a high degree of customer satisfaction and confidence in Rubrik.

Be flexible, provide a tailored, comprehensive, focused and value driven customer experience.
Responsible for the entire customer life cycle and journey, their touch points with Rubrik, and measures to ensure Rubrik footprint growth including on-boarding, first 90 day experience, training customers on how to engage support, file ideas, self-services, and navigate the support portal.
Analyze customer's business & infrastructure requirements to suggest upgrades and ensure they align with Rubrik and industry standard best practices.
Identifies proactive activities and drives continuous improvement from lessons learned and other processes to prevent escalations and keep the account(s) in good standing.
Engages Support and Engineering teams as needed to ensure an optimal Rubrik experience while maintaining positive relationships with support and engineering teams.
Manage account/case escalations, including customer and account team expectations around support.
Create virtual cross-functional teams as needed to achieve customer satisfaction.
Develop POC awareness with SE and Account directors and generate weekly reports for customer and support teams.
Coordinate, craft and deliver/discuss Root Cause Analysis (RCA) documents on customer issues.
Use CRM data to proactively identify accounts & issues that require a more focused approach to resolution.

Preferred Qualifications:

Passionate about Customers - Strong customer orientation being proactive and positive by nature
Cross-Functional & Collaborative – Able to assemble and lead team initiatives/resources and to partner successfully with multiple teams and customers outside their direct influence including executive/senior management, cross-functional teams, internal customers, external partners, vendors, and end users.
Analytic mind - able to quickly grasp & apply troubleshooting skills & problem-solving techniques
Has proven experience with Escalation management, Proactive management, and Account management skills at the global IT Enterprise level.
Able to multitask and work effectively under pressure and deadlines.
Willing to work outside standard business hours when situations dictate.
Has both technical and functional expertise with CRM systems (Salesforce preferred)
Has excellent communications skills, including verbal, written, and presentation skills. Able to create and present clear, simple and succinct customer facing updates and root cause documents.
Quickly understands the business issues and data challenges of global Customer Support organizations.
6+ years in support leadership, Escalation management and/or customer facing support technical roles/account management
Strong technical background in Networking, Storage, Backup and Recovery, Cloud solutions (S3, Azure, Google), scale out solutions, and Hypervisors (VMware, Hyper-V, Nutanix AHV)
Related BA/BS or advanced degree preferred.
Able to travel to other locations and customer sites on occasion.

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Join Us in Securing the World's Data

Rubrik (NYSE: RBRK) is on a mission to secure the world’s data. With Zero Trust Data Security™, we help organizations achieve business resilience against cyberattacks, malicious insiders, and operational disruptions. Rubrik Security Cloud, powered by machine learning, secures data across enterprise, cloud, and SaaS applications. We help organizations uphold data integrity, deliver data availability that withstands adverse conditions, continuously monitor data risks and threats, and restore businesses with their data when infrastructure is attacked.

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Inclusion @ Rubrik

At Rubrik, we are dedicated to fostering a culture where people from all backgrounds are valued, feel they belong, and believe they can succeed. Our commitment to inclusion is at the heart of our mission to secure the world’s data.

Our goal is to hire and promote the best talent, regardless of background. We continually review our hiring practices to ensure fairness and strive to create an environment where every employee has equal access to opportunities for growth and excellence. We believe in empowering everyone to bring their authentic selves to work and achieve their fullest potential.

Our inclusion strategy focuses on three core areas of our business and culture:

Our Company: We are committed to building a merit-based organization that offers equal access to growth and success for all employees globally. Your potential is limitless here.
Our Culture: We strive to create an inclusive atmosphere where individuals from all backgrounds feel a strong sense of belonging, can thrive, and do their best work. Your contributions help us innovate and break boundaries.
Our Communities: We are dedicated to expanding our engagement with the communities we operate in, creating opportunities for underrepresented talent and driving greater innovation for our clients. Your impact extends beyond Rubrik, contributing to safer and stronger communities.

Equal Opportunity Employer/Veterans/Disabled

Rubrik is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

Rubrik provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Rubrik complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please contact us at hr@rubrik.com if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.

EEO IS THE LAW

NOTIFICATION OF EMPLOYEE RIGHTS UNDER FEDERAL LABOR LAWS