Customer Experience Manager
RubrikData Security company
Tokyo, JapanManager
Lightspeed Venture Partners
Greylock Partners
IVP
Bain Capital Ventures
Microsoft
MS&AD Ventures
Sales & Account Management
About the role
TL;DR
Manage customer accounts, build relationships, and ensure an industry-leading customer experience.
- •Rubrik is seeking a Customer Experience Manager to manage customer accounts, build strong relationships, and act as a customer advocate.
- •This role focuses on providing an industry-leading customer experience proactively and reactively.
- •Key Responsibilities Manage the entire customer lifecycle and journey, ensuring satisfaction and footprint growth.
- •Analyze customer requirements to suggest upgrades and ensure alignment with best practices.
- •Manage account/case escalations and coordinate virtual cross-functional teams.
- •Create and deliver Root Cause Analysis (RCA) documents on customer issues.
- •Utilize CRM data to proactively identify accounts and issues requiring focused resolution.
- •Requirements 6+ years in Japanese customer-facing enterprise support, account management, or escalation management.
- •Native or Business Fluent Japanese and English proficiency.
- •Strong technical background in Networking, Storage, Backup and Recovery, Cloud solutions, and Hypervisors.
- •Proven experience with Escalation management, Proactive management, and Account management skills.
- •Excellent communication, analytical, and problem-solving skills.
Required skills
SalesforceAWSGoogle CloudAzure
Tech stack
SalesforceAWSGoogle CloudAzure