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Rubrik is seeking a Customer Experience Manager to join its Customer Support organization in Tokyo. This is a key role responsible for managing specific enterprise accounts' experience through strong relationship building and deep technical knowledge. You will serve as the primary point of contact, driver, and customer advocate for major projects, escalations, and product enhancements.
In this role, you will own the entire customer lifecycle and journey, from onboarding through ongoing support and expansion. You'll be responsible for ensuring timely, high-quality communications and proactive account management to maintain customer confidence in Rubrik's cloud data management platform. Key responsibilities include analyzing customer business and infrastructure requirements to recommend upgrades aligned with best practices, identifying proactive activities to prevent escalations, and managing account escalations while maintaining positive cross-functional relationships.
You will work closely with Support and Engineering teams to create virtual cross-functional teams as needed, develop point-of-contact awareness with Sales Engineers and Account Directors, coordinate and deliver Root Cause Analysis documents, and use CRM data to identify accounts requiring focused resolution approaches. The role requires strong customer orientation, excellent communication skills (verbal, written, and presentation), and the ability to multitask under pressure while working effectively across organizational boundaries.
Required qualifications include 6+ years of experience in escalation management, proactive account management, and enterprise IT support at a global level. You should have strong technical background in networking, storage, backup and recovery, cloud solutions (S3, Azure, Google), and hypervisors (VMware, Hyper-V, Nutanix AHV). Proficiency with CRM systems, particularly Salesforce, is essential. A BA/BS degree is preferred, and willingness to travel to customer sites and work outside standard business hours is expected.
