Rubrik, Inc. dezvoltă soluții pentru gestionarea datelor întreprinderilor și platforme de date în cloud pentru protejarea, recuperarea și administrarea informațiilor esențiale. Produsele sale sprijină realizarea copiilor de siguranță, recuperarea și securitatea datelor, precum și operațiunile cloud în medii hibride complexe, integrându-se cu furnizori de servicii cloud și cu alte platforme pentru întreprinderi. Activitatea companiei este relevantă pentru profesioniștii interesați de roluri în domeniul software-ului pentru întreprinderi, al soluțiilor SaaS, al securității cibernetice și al gestionării datelor în cloud.
Senior Customer Resilience Manager, Customer Success — United States Remote
Lead post-sales customer success for Rubrik’s enterprise accounts, guiding adoption, renewals, escalations, and business outcomes. Manage end-to-end customer journeys across Rubrik’s cloud data management platform, from onboarding through growth and renewal.
Descriere
- Lead the post-sales journey for designated enterprise accounts
- Serve as the customer advocate and primary liaison between Rubrik and assigned clients
- Manage customer lifecycles, maximize return on investment, and align delivery with business objectives
- Help customers accelerate product adoption, time to value, engagement, and satisfaction
- Advocate for product improvements and oversee customer escalations
- Understand each account’s history, stakeholders, goals, requirements, and expectations
- Deliver timely communication and responses that support strong customer satisfaction
- Build and execute customer success plans in partnership with clients
- Own the customer experience, journey, and interactions across Rubrik
- Monitor customer environments and identify preventive actions before issues arise
- Deliver insights, performance benchmarks, and actionable recommendations
- Own product activation and usage, measure adoption against goals, and address gaps
- Drive renewals and reduce churn risk
- Work cross-functionally with Sales, Marketing, Engineering, Product Management, and IT
- Coordinate with Support, Escalation, and Engineering teams when needed
- Manage account and case escalations while forming virtual cross-functional response teams
- Improve processes continuously to reduce and prevent escalations
- Maintain proof-of-concept awareness and produce weekly reports
- Lead conference calls, communicate stakeholder updates, and drive escalations through resolution
- Coordinate, prepare, and present root cause analysis documentation
- Track major issues and trends and take proactive corrective action
- Own the complete customer lifecycle, including onboarding, adoption, expansion, and renewal
Cerințe
- At least eight years of customer success or technical account management experience in a technology company
- A bachelor’s degree in a computer-related field is preferred
- Ability to coordinate and lead the resources needed to meet customer requirements
- Strong presentation, writing, and verbal communication skills
- Confidence communicating with executive stakeholders
- Ability to adapt messaging and tone for technical audiences through C-suite executives
- Demonstrated global enterprise experience in escalation and proactive account management
- Strong interpersonal and collaboration skills
- Track record of building effective relationships across management levels
- Ability to partner with teams and customers beyond direct reporting influence
- Availability for occasional travel to other locations and customer sites
- Willingness to work outside standard business hours when circumstances require
Beneficii
- Potential eligibility for a bonus
- Equity participation
- Employee benefits
- Reasonable accommodations for qualified applicants and employees with disabilities