Customer Resilience Manager
Core
Manage specific account experiences, serve as the primary point of contact for major projects and escalations, and advocate for customers to maintain confidence in Rubrik's cloud data management solutions.
Role type
Senior Customer Resilience Manager (Account & Escalation Management)
Builds
Customer satisfaction and trust in Rubrik Security Cloud and Agent Cloud products
Domain
Cybersecurity, Data Protection, Cloud Infrastructure
Deliverable
client delivery
Required skills
Escalation management, Account management, CRM systems (Salesforce), Networking, Storage, Backup and Recovery, Cloud solutions (S3, Azure), Hypervisors (VMware, Hyper-V), Cross-functional team leadership, Root cause analysis (RCA)
Preferred skills
Project/Program management, Advanced degree
Technologies
Salesforce, S3, Azure, VMware, Hyper-V, Rubrik Security Cloud, Rubrik Agent Cloud
Responsibilities
Train customers on support engagement and portal navigation; Identify proactive activities to maintain account standing; Engage Support and Engineering teams to ensure optimal experience; Manage escalations and coordinate Root Cause Analysis (RCA) documents; Use CRM data to identify accounts requiring focused resolution; Generate weekly reports for customer and support teams.
Seniority
Senior, hands-on IC with leadership responsibilities
