Manager, Customer Experience Management

Role: Manager, Customer Experience Management

The Manager of the Customer Experience team will drive all aspects of the post-sales Journey for a select group of Enterprise Accounts at Rubrik. The successful candidate will lead a team of Customer Experience Managers (CEMs) that act as the point of contact between our company and our select clients, managing their Journey with Rubrik and coordinating to achieve their business goals. To succeed as a Manager of the CEM team, you must have excellent leadership, interpersonal, and great communication skills and be professional at all times. These skills will help when hiring, coaching, mentoring and day-day managing the individual contributors in your team, and when mediating with customers. As a key member of the Customer Support leadership team, you will be responsible for delighting our customers and driving to help them achieve their tactical and strategic business objectives. 

Responsibilities include: 

• Provide effective leadership, direction, and development to a team of CEMs who are assigned to
  manage a select group of large accounts.
• Drive the strategy for Managed Accounts, and coordinate cross-functionally, with a key focus on
  improving processes and efficiencies across the organization
• Ensure that the team provides insight, performance benchmarking, and recommendations to the
  customer.
• Collaborate with our sales and develop strategies to grow existing accounts and ensure quality
  and efficient delivery of Rubrik services.
• Manage the business and operational excellence of our customer experience team
• Drive process improvements, tools, and product enhancements that improve the customer
  journey
• Collaborate with other organizations such as Sales, Marketing, Operations, Engineering, QA, and
  IT to improve overall customer satisfaction
• Represent the Services functions as necessary on product teams and in various other Rubrik
  decision-making forums
• Build a High-performing CEM team with a focus on hiring, training, mentoring, coaching, and
  ongoing development of the staff
• Closely monitor top support issues and trends with new products and releases, take necessary
  corrective actions and limit customer exposure
• Collect and analyze metrics to focus/guide decisions, improve quality and efficiencies
• Manage escalations, initiate conference calls, and drive to closure while delivering timely updates
  to stakeholders
• Set Goals (KPI) and Review individual and team’s performance on an ongoing basis

Education & Experience:

• A Bachelor’s degree in a computer-related discipline is preferred
• 10+ years of experience in a customer experience and/or account management role in a technology-
  based company
• At least 3+ years leading & managing people, and building high-performance teams

General Skills: 

• Excellent written & verbal communication skills
• Planning, Decision Making, Staffing, Process Improvement
• Excellent interpersonal and teamwork skills, Proven ability to develop working relationships at all
  levels of management
• Should ensure a high level of quality in process deliverables
• Self-driven, proactive, hardworking, team-player with a good sense of humor
• Proven track record of strategic problem-solving and planning
• Open to work in different Time zones (EST)

The minimum and maximum base salaries for this role are posted below; additionally, the role is eligible for bonus potential, equity and benefits. The range displayed reflects the minimum and maximum target for new hire salaries for the role based on U.S. location. Within the range, the salary offered will be determined by work location and additional factors, including job-related skills, experience, and relevant education or training.US Pay Range$140,000—$209,000 USD

 

 

About Rubrik:

Rubrik, the Zero Trust Data Security Company™, delivers data security and operational resilience for enterprises. Rubrik’s big idea is to provide data security and data protection on a single platform, including Zero Trust Data Protection, Ransomware Investigation, Incident Containment, Sensitive Data Discovery, and Orchestrated Application Recovery. This means your data is ready so you can recover the data you need, and avoid paying a ransom. Because when you secure your data, you secure your applications, and you secure your business.

We are a leader in data security, have been recognized as as a Forbes Cloud 100 Company, named as a LinkedIn Top 10 Startup and are proud to have earned Great Place to Work® Certification™. There has never been a more exciting time to join Rub