Customer Resilience Manager

Customer Resilience Manager Location: Mumbai, India Shift:EST (5:30 P.M IST- 2:30 A.M IST) Job Description The Customer Resilience Manager is a key role within the Customer Support Organization. This role will be responsible for managing specific account(s) experience through strong relationship building and technical knowledge. Works as the POC, driver and customer advocate for major projects and escalations while leveraging cross-functional relationships to maintain and enhance customer confidence in Rubrik as the leader in cloud data management. Goal is to provide an industry leading customer experience for Rubrik customers in both a proactive and reactive manner. Main Duties Become familiar with account background, key stakeholders and their expectations of Rubrik. Responsible for training customers on how to engage support, file ideas and navigate the support portal. Identifies proactive activities to keep the account(s) in good standing. Engages Support and Engineering teams as needed to ensure an optimal Rubrik experience while maintaining positive relationship with support and engineering teams. Manage escalations and account team expectations around support when needed and builds virtual cross-functional teams to achieve customer satisfaction. Drive continuous improvement and lessons learned process that prevents further Develop POC awareness with SE and Account directors and generates weekly reports for customer and support teams. Responsible for coordinating, crafting and delivering RCA documents for customers Use CRM data to proactively identify accounts and issues that may require focused approach to resolution Desired Skills Experience Has proven experience with Escalation management, Proactive management and account management skills Has both technical and functional expertise with CRM systems (salesforce preferred) Has excellent communications skills, including verbal, written and presentation skills with the ability to write customer facing update