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Rubrik is seeking a GSI Services Program Manager to lead post-sales enablement and service-delivery quality frameworks for Global System Integrator (GSI) partners. This role is critical within the Partner Services Operations team, part of Rubrik's Global Customer Success organization.
You will develop scalable, high-growth programs for post-sales support and professional services delivered by GSI engineers. Key responsibilities include:
• Program Leadership: Lead and coordinate GSI engineers to achieve high Rubrik standards in product knowledge and service quality.
• Partner Collaboration: Build and maintain strong relationships with GSI partners and their Rubrik account teams, serving as the primary point of contact for post-sales service issues, escalations, and sales-to-services handoffs. Navigate and present to all management levels within partner and Rubrik organizations.
• Customer Satisfaction: Ensure managed partners deliver world-class customer services by measuring and monitoring satisfaction metrics in collaboration with Rubrik.
• Training & Enablement: Facilitate and track role-based training and certification for GSIs in partnership with Rubrik University, Sales, and Global Customer Success.
• Process & Quality Improvement: Implement and refine processes for support and professional services delivery, promoting best practices, scalability, and eliminating inefficiencies.
• Metrics & Reporting: Develop program KPIs, track performance metrics, and prepare regular reports for executive leadership. Facilitate Services QBRs and analyze quality metrics to assess partner performance and incent high performers.
• Partner Advocacy: Understand partners' go-to-market strategy, global support structure, and service delivery plans; advocate for partner needs to internal stakeholders.
• Support Oversight: Provide oversight on partner open support cases and product gaps to ensure timely resolution and appropriate resourcing. Facilitate resolution for customer complaints regarding partner-delivered services.
This is both a strategic and tactical role requiring clear operational oversight, strong partner advocacy, and the ability to influence and reward top performance across organizations outside direct management.
Requirements:
• Bachelor's degree in Computer Science or related technical field; advanced degree preferred.
• 10+ years of experience in program management, operations, technical support, or professional services in a customer-facing role at an enterprise technology solution provider.
• Strong technical background in Networking, Storage, Backup and Recovery, Cloud solutions (AWS, Azure, GCP), and Hypervisors (VMware, Hyper-V). Cyber Security experience desired.
• Demonstrated experience working with GSIs or large multi-regional channel partners; ability to quickly understand business issues, data challenges, and commercial/services aspects of strategic partnerships.
• Strong leadership and stakeholder management skills with excellent communication and presentation ability, particularly summarizing complex product issues into clear executive summaries.
• Strong project management background with demonstrated success coordinating multiple programs, workstreams, and people toward common, measurable objectives.
• Detail-oriented with strong analytical skills; hands-on experience analyzing customer data for data-driven decisions and executive presentations. Experience with Salesforce, Atlassian, and Tableau reporting preferred.
• Motivated, proactive self-starter with customer-centric mindset focused on delivering measurable outcomes from cross-functional teams.
• Ability to work independently in fast-paced growth environment.
• Willingness to travel to other locations and customer sites as required.
• Ability to adjust work hours to overlap with USA and EMEA business hours as required.
