Customer Resilience Manager

Customer Resilience Manager (CRM)

Location: Cork, Ireland

The Customer Resilience Manager (CRM) is a critical position within the Customer Success organisation, responsible for managing the post-sales journey of select Enterprise Accounts at Rubrik. The CRM serves as the primary point of contact, advocating for the customer, maximising their return on investment (ROI), and coordinating efforts to achieve their business goals and objectives. This role functions as an extension of the Sales Account Team, collaborating with customers to facilitate faster adoption, demonstrate time to value, and enhance overall customer engagement and satisfaction.

CRMs are responsible for driving product enhancements and managing escalations, leveraging cross-functional relationships to maintain and strengthen customer confidence in Rubrik's leadership in Cyber Resilience. The position's overarching objective is to deliver an industry-leading customer experience for Rubrik customers through both proactive and reactive measures. Success in this role requires exceptional leadership, interpersonal, and communication skills, which are vital for mediating and driving the achievement of customer tactical and strategic business objectives.

Key Responsibilities:

Acquire comprehensive knowledge of account background, key stakeholders, goals, requirements, and expectations of Rubrik.

Ensure prompt responses and communications to achieve and maintain customer satisfaction.

Collaboratively develop and execute success plans to meet customer goals and objectives.

Assume ownership of the customer's journey and touchpoints with Rubrik, including training on support engagement, idea submission, self-service options, and navigation of the support portal.

Monitor customer environments, identify proactive measures to prevent issues, and ensure accounts remain in good standing. Provide customers with insights, performance benchmarking, and recommendations.

Collaborate with internal organizations such as Sales, Marketing, Operations, Engineering, QA, and IT to improve overall customer satisfaction.

Manage account and case escalations, including setting customer and account team expectations regarding support, and forming virtual cross-functional teams as necessary to achieve customer satisfaction. Coordinate, draft, and deliver Root Cause Analysis (RCA) documents for customer issues.

Drive continuous improvement initiatives, lessons learned, and other processes to prevent escalations.

The CRM role encompasses the entire customer lifecycle, including onboarding, the initial 90-day experience, and strategies to ensure Rubrik footprint adoption and growth.

Education & Experience Requirements:

A Bachelor’s degree in a computer-related discipline is preferred.

A minimum of 8 years of experience in a customer experience and/or account management role within a technology-based company is required.

General Skills:

Competence, Knowledge, and Confidence: Ability to coordinate and lead necessary resources to fulfil customer needs and expectations.

Customer-Centricity: Demonstrates a strong customer orientation, characterised by proactive and positive engagement.

Cross-Functional Collaboration: Capable of assembling and leading team initiatives and resources.

Communication Proficiency: Possesses excellent presentation, written, and verbal communication skills.

Proven Experience: Demonstrated expertise in escalation management, proactive management, and account management at the global IT Enterprise level.

Professional Attributes: Self-driven, proactive, hardworking, and a team-player with a positive disposition.

Interpersonal Acumen: Exhibits excellent interpersonal and teamwork skills, with a proven ability to partner with and develop working relationships at all levels, and with multiple internal and external teams and customers.

Executive Communication: Ability to effectively communicate with executive/senior management, cross-functional teams, internal customers, external partners, vendors, and end-users.

Travel Flexibility: Willingness to travel to other locations and customer sites on occasion.

Availability: Preparedness to work outside standard business hours when circumstances necessitate.

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