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Rubrik is seeking a Customer Resilience Manager (CRM) to join its Customer Success organization in Cork, Ireland. This is a strategic, customer-facing role responsible for managing the post-sales journey of select Enterprise Accounts. The CRM serves as the primary point of contact for customers, advocating for their needs, maximizing their return on investment, and coordinating cross-functional efforts to achieve their business goals.
Key responsibilities include acquiring comprehensive knowledge of account backgrounds, key stakeholders, goals, and expectations; ensuring prompt, responsive communication; collaboratively developing and executing success plans; and assuming ownership of the customer's entire journey with Rubrik, including onboarding, the initial 90-day experience, and strategies for adoption and growth. The role involves monitoring customer environments to identify proactive measures, providing insights and performance benchmarking, and managing account and case escalations.
The CRM will collaborate extensively with internal teams—Sales, Marketing, Operations, Engineering, QA, and IT—to improve customer satisfaction and drive continuous improvement initiatives. Responsibilities include managing escalations, setting expectations, forming virtual cross-functional teams, coordinating Root Cause Analysis documents, and preventing future escalations through lessons learned and process improvements.
Required qualifications include a minimum of 8 years of experience in customer experience and/or account management roles within technology-based companies, with a Bachelor's degree in a computer-related discipline preferred. Essential skills include competence in coordinating and leading resources, strong customer-centricity, cross-functional collaboration, excellent communication (presentation, written, verbal), proven escalation and account management expertise at the enterprise level, self-driven professionalism, excellent interpersonal and teamwork abilities, executive communication skills, willingness to travel occasionally, and flexibility to work outside standard business hours when needed.
