Job Description

Job Description

Customer Success Specialist is a critical role within the Customer Success Organization. Customer Success Specialist will be responsible for driving customer success by ensuring customer retention and adoption of Rubrik’s SaaS products and technology. Optimize. Customer Success Manager will be a key point of contact, a trusted advisor to Rubrik’s customers and partners and works closely with cross functional teams such as Support, Product, Engineering, and other internal teams to deliver value to customers. Come and grow your career in the Cloud Data Management and Data protection space by helping us enable our customers to achieve success.

Essential Duties And Responsibilities

• Be the trusted advisor for Rubrik’s enterprise customers with a key focus on driving Product activation, adoption of product and features by leverage customer usage analytics and deployment
• Demonstrate thorough understanding of Rubrik’s products and technology solution.
• Provide technical and functional demonstrations to customers and address any challenges
• Leverage insights from the various products and customer behavior analytics to identify predictive indicators of churn and consumption risk and take proactive actions as needed.
• Deliver product tour and support process walk-thru as part of customer onboarding discussion.
• Become familiar with account background, key stakeholders, and their expectations of Rubrik.
• Document all the customer interaction details effectively
• Follow the defined processes and standard operating procedures
• Have periodic check-ins. facilitate product updates and upgrades, road map discussions by strategizing and aligning to the customer business objectives.
• Engage Support and Engineering teams as needed to ensure an optimal Rubrik experience while maintaining a positive relationship with support and engineering teams.
• Be a strong team player through cross team collaboration within Customer Success and with other Rubrik teams.

Desired Skills & Experience

• • 3+ years in CSM/Account Management or Customer Facing Support Mgmt. Experience
  • Experience on Cloud Based/SaaS customer management is preferred.
  • Has excellent communication, listening and articulation skills, including verbal, written and presentation skills with the ability to write customer facing updates and root cause documents clearly, simple, and easy to understand.
  • Hands-on experience preferred in data analysis on product usage/consumption.
  • Strong technical background in Networking, Storage, Backup and Recovery, Cloud solutions (S3, Azure), and Hypervisors (VMware, Hyper-V)
  • Proven ability to partner successfully with multiple teams and customers outside their direct influence.