Manager, Resilience Gaurdiance
RUBRIK INDIA · Bengaluru · onsite · Posted 49d ago
Undisclosed10–15 yrsfulltimeSourced from
About a minute. You'll make an account on the way through.
About this role
Job Summary
Responsibilities
Qualifications
Skills
Disclaimer: This job posting and Location has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
Manager, Resilience Gaurdiance
People Manager - Customer Experience Leadership
Location: Bangalore, India
Shift: 5:30 PM - 2:30 AM IST (aligned to US business hours)
The Role
Rubrik is looking for a Manager, Customer Experience Management to lead a team of Customer Experience Managers (CEMs) who own the end-to-end customer lifecycle - onboarding, adoption, renewal, and expansion- for a portfolio of Rubrik s largest Enterprise accounts.
This is a people-manager role first. You will hire, coach, and develop a team of individual-contributor CEMs, set the strategy for how your team manages its accounts, and act as an escalation point and strategic partner to customers and to Rubrik s cross-functional leadership. As a member of the Customer Experience leadership team, you ll be accountable for the health, growth, and satisfaction of your team s accounts across their full journey with Rubrik
Responsibilities
- Lead and Develop the Team: Hire, onboard, coach, and manage the day-to-day performance of a team of CEMs.
- Set clear goals and KPIs for individuals and the team; run regular 1:1s and performance reviews.
- Build a high-performing, engaged team through mentoring, training, and ongoing career development.
- Step in to support and mediate when a CEM needs help navigating a difficult customer conversation.
- Own the End-to-End Customer Lifecycle: Drive the strategy for your team s Managed Accounts across the full post-sales journey - onboarding, adoption, renewal, and expansion.
- Ensure the team delivers proactive insight, performance benchmarking, and recommendations that help customers reach their tactical and strategic goals.
- Partner with Sales to grow existing accounts and ensure quality, efficient delivery of Rubrik services.
- Closely track top and critical open issues and trends tied to new products or releases; take corrective action to limit customer exposure..
- Drive Operational Excellence: Manage the day-to-day business and operational excellence of the Customer Experience function.
- Collect and analyse metrics to guide decisions and improve quality, consistency, and efficiency across the team.
- Drive process, tooling, and product improvements that strengthen the customer journey.
- Represent the Customer Experience function in product and cross-functional decision-making forums.
- Collaborate Across Rubrik: Coordinate cross-functionally with Sales, Marketing, Operations, Engineering, QA, and IT to improve overall customer satisfaction.
- Contribute as a key member of the Customer Experience leadership team to broader organizational strategy and process improvement.
Qualifications
- Bachelor's degree in a computer-related discipline preferred.
- 10+ years of experience in customer experience, customer success, or account management at a technology company.
Skills
- Excellent written and verbal communication skills, with the ability to build relationships at all levels -including with customer executives.
- Strong planning, decision-making, staffing, and process-improvement skills.
- Self-driven, proactive, and a collaborative team player.
- Comfortable working across time zones - this role partners closely with teams and customers in the US, reflected in the shift above.
Disclaimer: This job posting and Location has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
Sourced from naukri
Skills
Customer Experiencecustomer satisfactionAuditingCyberGeneticsdata protectioncustomer successlabor lawscloudOnboardingData SecurityCommunication Skillsoperationsmarketingaccount managementArtificial IntelligenceMachine Learning
About RUBRIK INDIA
RUBRIK INDIA
Software Product
822
employees
2014
12 years old
Palo Alto,California
United States
₹27.9L PA avg
Avg at RUBRIK INDIA
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