Customer Resilience Manager

Customer Resilience Manager (CRM)

Location: Cork, Ireland

The Customer Resilience Manager (CRM) is a critical position within the Customer Success organisation, responsible for managing the post-sales journey of select Enterprise Accounts at Rubrik. The CRM serves as the primary point of contact, advocating for the customer, maximising their return on investment (ROI), and coordinating efforts to achieve their business goals and objectives. This role functions as an extension of the Sales Account Team, collaborating with customers to facilitate faster adoption, demonstrate time to value, and enhance overall customer engagement and satisfaction.

CRMs are responsible for driving product enhancements and managing escalations, leveraging cross-functional relationships to maintain and strengthen customer confidence in Rubrik's leadership in Cyber Resilience. The position's overarching objective is to deliver an industry-leading customer experience for Rubrik customers through both proactive and reactive measures. Success in this role requires exceptional leadership, interpersonal, and communication skills, which are vital for mediating and driving the achievement of customer tactical and strategic business objectives.

Key Responsibilities:

• Acquire comprehensive knowledge of account background, key stakeholders, goals, requirements, and expectations of Rubrik.

• Ensure prompt responses and communications to achieve and maintain customer satisfaction.

• Collaboratively develop and execute success plans to meet customer goals and objectives.

• Assume ownership of the customer's journey and touchpoints with Rubrik, including training on support engagement, idea submission, self-service options, and navigation of the support portal.

• Monitor customer environments, identify proactive measures to prevent issues, and ensure accounts remain in good standin

Department: Support