Customer Experience Manager Ii Job in Rubrik
Customer Experience Manager Ii
- Bengaluru, Bangalore Urban, Karnataka
- Not Disclosed
- Full-time
Customer Experience Manager II (EST Shift Bangalore, India)
Location: Bangalore, India
Work Shift: EST (5:30 PM IST 2:30 AM IST)
Job Type: Full-Time | Customer Support | Cloud Technology
Job Overview
We are looking for a highly motivated and experienced Customer Experience Manager II to join our dynamic Customer Support team. In this role, you will be responsible for managing strategic enterprise accounts, ensuring superior customer satisfaction, and driving proactive customer success strategies. You will serve as the primary point of contact (POC) for customer escalations, technical issues, and account health, while ensuring Rubrik delivers a world-class customer experience in the cloud data management space.
Key Responsibilities
- Build strong relationships with key customer stakeholders and deliver a seamless support experience.
- Act as the escalation owner and trusted advisor for complex technical and service-related issues.
- Train customers on how to engage with Rubrik s support portal, submit tickets, and track issues effectively.
- Utilize Salesforce CRM to monitor account health and detect patterns that may lead to service disruptions.
- Proactively identify risks and initiate actions to drive customer retention and account stability.
- Collaborate with cross-functional teams including Engineering, Technical Support, and Sales Engineering.
- Create and deliver Root Cause Analysis (RCA) documentation and customer-facing status updates.
- Work closely with internal teams to ensure timely issue resolution and a proactive support approach.
- Lead project management activities during critical incidents and escalations.
- Deliver weekly performance and progress reports to internal stakeholders and customer teams.
Qualifications and Skills
- Minimum 8 years of experience in customer experience management, technical support leadership, or enterprise account management roles.
- Proficiency with CRM platforms, especially Salesforce.
- Strong communication skills with the ability to deliver clear written documentation and customer updates.
- Hands-on technical knowledge in:
- Networking protocols
- Data storage systems
- Backup and disaster recovery solutions
- Cloud platforms (e.g., AWS S3, Microsoft Azure)
- Hypervisors (VMware, Hyper-V)
- Experience managing virtual cross-functional teams in a high-pressure environment.
- Proven ability to handle customer escalations and implement preventive measures.
- Familiarity with storage vendor ecosystems and best practices in enterprise IT environments.
- Bachelor s degree in Computer Science, IT, Business, or related field (Advanced degree is a plus).
- Willingness to travel for client engagements and team collaboration as needed.
Preferred Competencies
- Background in cloud computing, SaaS support, or data protection technologies.
- Certifications in project management or cloud platforms (e.g., AWS, Azure).
- Ability to lead with a customer-first mindset and ensure customer loyalty through proactive engagement.
Why Work With Us?
Join Rubrik and be part of a company at the forefront of cloud data security, backup solutions, and customer-centric innovation. You ll work with leading technologies, support high-value enterprise clients, and help shape the future of data management in the cloud.
