Customer Resilience Manager

About the role

The Customer Resilience Manager is a key role within the Customer Support Organization. This role will be responsible for managing specific account(s) experience through strong relationship building and technical knowledge. Works as the POC, driver and customer advocate for major projects and escalations while leveraging cross-functional relationships to maintain and enhance customer confidence in Rubrik as the leader in cloud data management.

What you'll do

• Responsible for training customers on how to engage support, file ideas and navigate the support portal
• Identifies proactive activities to keep the account(s) in good standing
• Manage escalations and account team expectations around support when needed and builds virtual cross-functional teams to achieve customer satisfaction
• Drive continuous improvement and lessons learned process that prevents further
• Develop POC awareness with SE and Account directors and generates weekly reports for customer and support teams

What you need

• CRM
• Customer service
• Escalation handling
• Root cause analysis
• AWS
• VMware
• BA

Good to have

• Salesforce
• Azure