Customer Experience Manager

$132,800 - $132,800/Yr

Rubrik - Morrisville, NC

Full-time - Mid Level

Morrisville, NC

Professional, Scientific, and Technical Services

About the position

The Customer Experience Manager (CEM) at Rubrik plays a crucial role in the Customer Success organization, focusing on enhancing the post-sales journey for a select group of Enterprise Accounts. This position serves as the primary point of contact for clients, advocating for their needs and ensuring they achieve their business goals through effective management of their lifecycle with Rubrik. The CEM is responsible for maximizing customer satisfaction, driving product adoption, and coordinating with various teams to deliver a seamless customer experience.

Responsibilities

• Drive all aspects of the post-sales journey for select Enterprise Accounts.
• Act as the primary point of contact between Rubrik and clients, managing their lifecycle.
• Maximize ROI for clients and coordinate to achieve their business goals.
• Develop and implement success plans to meet customer objectives.
• Monitor customer environments and proactively prevent issues.
• Provide insights and recommendations to enhance customer satisfaction.
• Collaborate with Sales, Marketing, Engineering, and IT to improve customer experience.
• Manage account escalations and ensure timely resolution of issues.
• Deliver Root Cause Analysis (RCA) documents on customer issues.
• Oversee the entire customer lifecycle, including onboarding and product adoption.

Requirements

• Bachelor's degree in a computer-related discipline preferred.
• 8+ years of experience in customer experience or account management in a technology-based company.
• Strong leadership, interpersonal, and communication skills.
• Proven experience in escalation management and proactive account management at the global Enterprise level.

Nice-to-haves

• Excellent presentation, written, and verbal communication skills.
• Self-driven, proactive, and a team player with a good sense of humor.
• Ability to develop working relationships at all levels of management.
• Experience in coordinating and leading team initiatives.

Benefits

• Competitive salary range of $132,800—$199,200 USD.
• Bonus potential and equity options.
• Comprehensive health insurance coverage.
• Flexible working hours and potential for remote work.