Customer Experience Manager - US

<h2><span style="font-family: arial, helvetica, sans-serif;">About The <strong>Team:</strong></span></h2> <p><span style="font-family: arial, helvetica, sans-serif;">Rubrik’s Global Customer Support and Success Organization is a team of professionals committed to provide world class post purchase experience. The team is responsible for delivering post deployment technical support to customers and partners with a wide range of technologies and cloud deployments. The team is also responsible for delivering initial time to value by ensuring timely activation and adoption of Rubrik’s SaaS products and technologies. The member of the Global Support and Success Organization will serve as a key point of contact, a trusted advisor to Rubrik’s customers and partners and works closely with cross functional teams in order to deliver the value to customers. The Customer Support Team at Rubrik is composed of seasoned experts in the field of data management and security who possess an in-depth knowledge of Rubrik's solutions, data protection, and recovery strategies, and they are skilled at swiftly diagnosing and solving complex issues while keeping the overall customer experience at forefront.</span></p> <p><span style="font-family: arial, helvetica, sans-serif;">In a world where data is the lifeblood of every organization, Rubrik's Customer Support Team serves as the backbone of our customer’s data security strategy. Their technical prowess, commitment to customer success, and dedication to rapid response ensure that our customer’s data remains protected and available, no matter the challenges that come your way.</span></p> <h2><span style="font-family: arial, helvetica, sans-serif;">About the role:</span></h2> <p><span style="font-family: arial, helvetica, sans-serif;">The Customer Experience Manager 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. He/She works as the driver, customer advocate, and primary point of contact between Rubrik and the select clients, managing their life-cycle with Rubrik, maximizing ROI, and coordinating to achieve their business goals and objectives. The CEM functions as an extension of the Sales Account Team, and partners with the customer to achieve faster customer adoption, time to value, and overall customer engagement and satisfaction. CEMs 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. </span></p> <p><span style="font-family: arial, helvetica, sans-serif;">The position’s objective is to most effectively provide an industry-leading customer experience for Rubrik customers in both a proactive and reactive manner. To succeed as a CEM at Rubrik, you must have excellent leadership, interpersonal, and communication skills. These skills are essential when mediating and driving to develop/achieve the customer’s tactical and strategic business objectives.</span></p> <h2><span style="font-family: arial, helvetica, sans-serif;">What you'll do<strong>:</strong></span></h2> <ul> <li><span style="font-family: arial, helvetica, sans-serif;">Become familiar with the account background, key stakeholders, goals, requirements and expectations of Rubrik. </span></li> <li><span style="font-family: arial, helvetica, sans-serif;">Ensure timely responses communications to provide a high degree of customer satisfaction.</span></li> <li><span style="font-family: arial, helvetica, sans-serif;">Jointly develop a success plan and drive to achieve the customer’s goals and objectives.</span></li> <li><span style="font-family: arial, helvetica, sans-serif;">Be flexible, provide a tailored, comprehensive, focused and value driven customer experience.</span></li> <li><span style="font-family: arial, helvetica, sans-serif;">Own and drive the customer’s overall jo ... (truncated, view full listing at source)