Senior Customer Engagement Manager

About Team & About Role:

The Customer Experience Manager is a key role within the Customer Support organization. This role is responsible for managing specific account(s) experience through strong relationship building and technical knowledge. Works as the primary point of contact, driver, and customer advocate for major projects, escalations, and product enhancements 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 most effectively provide an industry-leading customer experience for Rubrik customers in both a proactive and reactive manner, specifically focussed on customers in Japan.

What You'll Do:

Become familiar with account background, key stakeholders, goals, requirements, and expectations of Rubrik. Ensure timely responses & communications to provide a high degree of customer satisfaction and confidence in Rubrik.

• Be flexible, provide a tailored, comprehensive, focused, and value-driven customer experience.
• Responsible for the entire customer life cycle and journey, their touchpoints with Rubrik, and measures to ensure Rubrik footprint growth including on-boarding, first 90-day experience, training customers on how to engage support, file ideas, self-services, and navigate the support portal.
• Analyze customers' business & infrastructure requirements to suggest upgrades and ensure they align with Rubrik and industry-standard best practices.
• Identifies proactive activities and drives continuous improvement from lessons learned and other processes to prevent escalations and keep the account(s) in good standing.
• Engages Support and Engineering teams as needed to ensure an optimal Rubrik experience while maintaining positive relationships with support and engineering teams.
• Manage account/case escalations, including customer and account team expectations around support.
• Create virtual cross-functional teams as needed to achieve customer satisfaction.
• Develop POC awareness with SE and Account directors and generate weekly reports for customer and support teams.
• Coordinate, craft, and deliver/discuss Root Cause Analysis (RCA) documents on customer issues.
• Use CRM data to proactively identify accounts & issues that require a more focused approach to resolution.
• Frequency and purpose of on-site customer visits.

In general, On-site visit frequency should be limited to an initial introductory or Onboarding visit and then Quarterly or semi-annually to review progress, review RFEs, and Product Roadmap.

Additional “as needed” visits can be scheduled in case of a critical situation or major issues that require such visits.

The CEM will keep in touch with the customer and manage their needs & expectations via regularly scheduled calls where they review progress against the Success Plan/Goals, RFEs, deployment health, case status, other items as agreed upon with the customer. This I skey to driving and maintaining stability and satisfaction.

• Taking ownership of customer cases.

“Case Ownership” The CEM is responsible and will own delivery of the most expedient case/issue resolution by driving progress via the more capable SMEs/Dev Eng.

The CEM will be the main reference for the customer’s cases and will be able to discuss status and plans on most cases, other SMEs will be asked to assist with update meetings/conversations as required.

Preferred Qualifications:

• Japanese language proficiency preferred
• Passionate about Customers - Strong customer orientation being proactive and positive by nature
• Cross-Functional &; Collaborative – Able to assemble and lead team initiatives/resources and to partner successfully with multiple teams and customers outside their direct influence including executive/senior management, cross-functional teams, internal customers, external partners, vendors, and end-users.
• Analytic mind - able to quickly grasp & amp; apply troubleshooting skills & problem-solving techniques
• Has proven experience with Escalation management, Proactive management, and Account management skills at the global IT Enterprise level.
• Able to multitask and work effectively under pressure and deadlines.
• Willing to work outside standard business hours when situations dictate.
• Has both technical and functional expertise with CRM systems (Salesforce preferred)
• Has excellent communications skills, including verbal, written, and presentation skills. Able to create and present clear, simple, and succinct customer-facing updates and root cause documents.
• Quickly understands the business issues and data challenges of global Customer Support organizations.
• 6+ years in support leadership, Escalation management, and/or customer-facing support technical roles/account management
• Strong technical background in Networking, Storage, Backup and Recovery, Cloud solutions (S3, Azure, Google), scale-out solutions, and Hypervisors (VMware, Hyper-V, Nutanix AHV)
• Related BA/BS or advanced degree preferred.
• Able to travel to other locations and customer sites on occasion.