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About the Role

Rubrik is seeking a Customer Experience Manager to join the Customer Support organization. This role is crucial for managing customer experience through relationship building and technical expertise, acting as the primary point of contact and customer advocate for major projects, escalations, and product enhancements. The objective is to deliver an industry-leading customer experience proactively and reactively.

Responsibilities

Become familiar with account background, key stakeholders, goals, requirements, and expectations.
Ensure timely responses and communications to maintain customer satisfaction and confidence.
Provide a tailored, comprehensive, focused, and value-driven customer experience.
Manage the entire customer life cycle and journey, including on-boarding, first 90 days, and customer education on support engagement, idea filing, self-services, and navigating the support portal.
Analyze customer business and infrastructure requirements to suggest upgrades aligned with best practices.
Identify proactive activities and drive continuous improvement to prevent escalations.
Engage Support and Engineering teams to ensure an optimal Rubrik experience.
Manage account/case escalations and customer expectations regarding support.
Create virtual cross-functional teams to achieve customer satisfaction.
Develop POC awareness with SE and Account directors and generate weekly reports.
Coordinate, craft, and deliver Root Cause Analysis (RCA) documents.
Use CRM data to proactively identify accounts and issues requiring focused resolution.

Requirements

Passionate about Customers - Strong customer orientation being proactive and positive by nature.
Cross-Functional & Collaborative – Able to assemble and lead team initiatives/resources and partner successfully with multiple teams and customers.
Analytic mind - able to quickly grasp and apply troubleshooting skills and problem-solving techniques.
Proven experience with Escalation management, Proactive management, and Account management skills at the global IT Enterprise level.
Able to multitask and work effectively under pressure and deadlines.
Willing to work outside standard business hours when situations dictate.
Technical and functional expertise with CRM systems (Salesforce preferred).
Excellent communications skills, including verbal, written, and presentation skills.
Able to create and present clear, simple, and succinct customer-facing updates and root cause documents.
Quickly understands the business issues and data challenges of global Customer Support organizations.
Able to travel to other locations and customer sites on occasion.

Skills

Networking
Storage
Backup and Recovery
Cloud solutions (S3, Azure, Google)
Scale out solutions
Hypervisors (VMware, Hyper-V, Nutanix AHV)
Salesforce

Location

Tokyo, Japan

Work Type

Full-time

Experience Level

6+ years in Japanese customer-facing enterprise support, account management, or escalation management.

Education Level

Related BA/BS or advanced degree preferred.

About the Company

Rubrik (RBRK), the Security and AI Operations Company, leads at the intersection of data protection, cyber resilience, and enterprise AI acceleration.
Rubrik Security Cloud delivers complete cyber resilience by securing, monitoring, and recovering data, identities, and workloads across clouds.
Rubrik Agent Cloud accelerates trusted AI agent deployments at scale by monitoring and auditing agentic actions, enforcing real-time guardrails, fine-tuning for accuracy and undoing agentic mistakes.

Equal Opportunity

Rubrik is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.
Rubrik provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.
In addition to federal law requirements, Rubrik complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please contact us at hr@rubrik.com if you require a reasonable accommodation to apply for a job or to perform your job.
EEO IS THE LAW
NOTIFICATION OF EMPLOYEE RIGHTS UNDER FEDERAL LABOR LAWS