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Rubrik is seeking a Customer Experience Manager II based in Bangalore, India to join the Customer Support Organization. This is a key management role responsible for driving industry-leading customer experience through strong relationship building, technical expertise, and cross-functional collaboration.
You will serve as the primary point of contact, driver, and customer advocate for major accounts, managing their experience proactively and reactively. You will become deeply familiar with account backgrounds, key stakeholders, and their expectations of Rubrik's cloud data management platform. Core responsibilities include training customers on support engagement and portal navigation, identifying proactive activities to maintain account health, managing escalations, and coordinating with Support and Engineering teams to ensure optimal customer outcomes.
You will develop awareness with Sales Engineers and Account Directors, generate weekly reports for customer and support teams, coordinate and deliver Root Cause Analysis (RCA) documents, and use CRM data to proactively identify accounts requiring focused resolution approaches. This role involves building virtual cross-functional teams, driving continuous improvement processes, and maintaining positive relationships across the organization while advocating for customer needs.
The position operates on an EST shift (5:30 PM – 2:30 AM IST) and requires occasional travel to customer sites.
Rubrik is the Security and AI Operations Company, leading at the intersection of data protection, cyber resilience, and enterprise AI acceleration. The company delivers complete cyber resilience through its Security Cloud platform and accelerates trusted AI agent deployments through Agent Cloud.
**Requirements:**
- 8+ years in support leadership, escalation management, customer-facing support technical roles, or account management
- Proven experience with escalation management, proactive management, and account management
- Strong technical background in Networking, Storage, Backup and Recovery, Cloud solutions (S3, Azure), and Hypervisors (VMware, Hyper-V)
- Required storage vendor experience
- Technical and functional expertise with CRM systems (Salesforce preferred)
- Excellent verbal, written, and presentation communication skills; ability to write clear, customer-facing updates and RCA documents
- Experience building and managing virtual cross-functional teams
- Proven ability to partner successfully with multiple teams and customers outside direct influence
- Ability to work effectively with senior management, cross-functional teams, internal customers, external partners, vendors, and end users
- Effective relationship and team builder
- Project/Program management experience a plus
- BA/BS or advanced degree preferred
- Ability to travel to other locations and customer sites on occasion
