Rubrik Customer Resilience Manager at Rubrik driving post-sales journey and customer success for Enterprise Accounts. Manages customer lifecycle, escalations, and cross-functional collaboration to maximize ROI and satisfaction.
Responsibilities
Become familiar with the account background, key stakeholders, goals, requirements, and expectations of Rubrik.
Ensure timely responses and communications to provide a high degree of customer satisfaction.
Jointly develop a success plan with the customer and drive to achieve their goals and objectives.
Be flexible, and provide a tailored, comprehensive, focused, and value-driven customer experience.
Own and drive the customer's overall journey, experience, and touch points with Rubrik.
Monitor the customer's environment, identify proactive activities to prevent issues, and keep the account in good standing.
Provide insight, performance benchmarking, and recommendations to the customer.
Own product activation and usage for the account, tracking adoption against goals and closing gaps proactively.
Drive the renewal of all purchased products and services for the account, engaging early to secure renewal and prevent churn.
Collaborate with other organizations such as Sales, Marketing, Engineering, PM, and IT to improve overall customer satisfaction.
Engage Support, Escalation, and Engineering teams as needed to ensure an optimal Rubrik experience for the customer.
Manage account and case escalations, including customer and account team expectations around support, and create virtual cross-functional teams as needed to achieve customer goals.
