Customer Experience Manager

Customer Experience Manager

Location: Tokyo, Japan

 
ABOUT THE TEAM
Rubrik Software Engineers are self-starters, driven, and can manage themselves. We believe in giving engineers responsibility, not tasks. Our goal is to motivate and challenge people to do their best work. To do that, we have a very fluid structure and give people flexibility to work on projects that they enjoy the most. This develops more capable engineers, and keeps everyone engaged and happy.
ABOUT THE JOB
Job Description:

Rubrik is currently looking for a Customer Experience Manager.  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.

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 touch points 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 customer's 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.

Preferred Qualifications:

• 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 & 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.
• 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.
• Key Qualifications & Languages: •
  • Experience: 6+ years in Japanese customer-facing enterprise support, account management, or escalation management.
  • Japanese Proficiency: Native or Business Fluent (JLPT N1 equivalent or professional fluency).
  • English Proficiency: Native or Business Fluent (TOEIC 900+ equivalent or professional fluency).
• Key Mindsets
  • Resolution-driven
  • Invincible/relentless challenger
  • Alwasy positive

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