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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Join Us in Securing and Accelerating the World's AI Transformation

Rubrik (RBRK), the Security and AI Operations Company, leads at the intersection of data protection, cyber resilience, and enterprise AI acceleration. Rubrik Security Cloud delivers complete cyber resilience by securing, monitoring, and recovering data, identities, and workloads across clouds. Rubrik Agent Cloud accelerates trusted AI agent deployments at scale by monitoring and auditing agentic actions, enforcing real-time guardrails, fine-tuning for accuracy and undoing agentic mistakes. 

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Inclusion @ Rubrik

At Rubrik, we are dedicated to fostering a culture where people from all backgrounds are valued, feel they belong, and believe they can succeed. Our commitment to inclusion is at the heart of our mission to secure the world’s data.

Our goal is to hire and promote the best talent, regardless of background. We continually review our hiring practices to ensure fairness and strive to create an environment where every employee has equal access to opportunities for growth and excellence. We believe in empowering everyone to bring their authentic selves to work and achieve their fullest potential.

Our inclusion strategy focuses on three core areas of our business and culture:

• Our Company: We are committed to building a merit-based organization that offers equal access to growth and success for all employees globally. Your potential is limitless here.

• Our Culture: We strive to create an inclusive atmosphere where individuals from all backgrounds feel a strong sense of belonging, can thrive, and do their best work. Your contributions help us innovate and break boundaries.

• Our Communities: We are dedicated to expanding our engagement with the communities we operate in, creating opportunities for underrepresented talent and driving greater innovation for our clients. Your impact extends beyond Rubrik, contributing to safer and stronger communities.

Equal Opportunity Employer/Veterans/Disabled

Rubrik is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

Rubrik provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Rubrik complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. 

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please contact us at [email protected] if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.

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