Customer Experience Manager II

Who you are

You have a strong background in customer experience management, ideally with experience in technical support or account management. You excel at building relationships and understand the importance of customer satisfaction in a technology-driven environment. Your ability to communicate effectively with both customers and internal teams is key to your success. You are proactive in identifying customer needs and ensuring they are met, and you have a knack for problem-solving and managing escalations. You are familiar with CRM systems and can leverage data to enhance customer interactions. You thrive in a collaborative environment and enjoy working cross-functionally to achieve customer satisfaction.

Desirable

Experience in cloud data management or related fields is a plus. Familiarity with technical support processes and tools will help you excel in this role. You are comfortable working in a fast-paced environment and can adapt to changing customer needs. A background in project management or experience with major account handling will be beneficial.

What you'll do

In this role, you will manage specific customer accounts, ensuring a seamless experience with Rubrik's services. You will act as the primary point of contact for your accounts, driving customer engagement and satisfaction. Your responsibilities will include training customers on how to effectively engage with support and navigate the support portal. You will identify proactive activities to maintain account health and engage with support and engineering teams to resolve issues as they arise. You will manage escalations and set expectations with account teams, building virtual cross-functional teams to enhance customer satisfaction. Additionally, you will be responsible for generating reports for customers and support teams, ensuring transparency and continuous improvement in service delivery.

What we offer

Rubrik offers a dynamic work environment where you can grow your skills and advance your career in customer experience management. You will have the opportunity to work with a talented team dedicated to providing industry-leading customer support. We value collaboration and encourage you to share your insights and ideas to improve our processes. Our commitment to customer satisfaction drives everything we do, and you will play a crucial role in that mission. We provide competitive compensation and benefits, along with opportunities for professional development and growth within the company.