At a glance
- Experience
- 8+ years experience
- Location
- Bangalore
About the role
- The Customer Experience Manager II is a key role within the Customer Support Organization responsible for managing specific accounts' experience through strong relationship building and technical knowledge.
- This role acts as the point of contact, driver, and customer advocate for major projects and escalations while leveraging cross-functional relationships to maintain and enhance customer confidence.
- The goal is to provide an industry-leading customer experience for Rubrik customers in both a proactive and reactive manner.
Responsibilities
- 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.
Requirements
- Has proven experience with Escalation management, Proactive management and account management skills.
- Has both technical and functional expertise with CRM systems.
- Has excellent communications skills, including verbal, written and presentation skills with the ability to write customer facing updates and root cause documents.
- 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.
Preferred qualifications
- salesforce preferred
- Project/Program management a plus
- Related BA/BS or advanced degree preferred
Workplace
- Able to travel to other locations and customer sites on occasion.
Skills
- CRM
- Salesforce
- Networking
- Storage
- Backup And Recovery
- S3
- Azure
- VMware
- Hyper-V
