Customer Resilience Manager

The Customer Resilience Manager (CRM) is a key role within the Customer Success organization. The successful candidate will drive all aspects of the post-sales journey for a select group of Enterprise Accounts at Rubrik. The CRM works as the driver, customer advocate, and primary point of contact between Rubrik and its select clients, managing their life cycle with Rubrik, maximizing ROI, and coordinating to achieve their business goals and objectives. The CRM functions as an extension of the Sales Account Team and partners with the customer to achieve faster adoption, time to value, and overall engagement and satisfaction. CRMs drive product enhancements and manage escalations 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 deliver an industry-leading customer experience for Rubrik customers, both proactively and reactively. To succeed as a CRM at Rubrik, you must have excellent leadership, interpersonal, and communication skills. These skills are essential when mediating and driving to develop and achieve the customer's tactical and strategic business objectives.

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,

Department: Support