Sr. Customer Support Manager 

Location: Morrisville, NC

Shift: 12 pm - 9 pm 

The Customer Support Manager is responsible for all aspects of customer post-sales support to  our US based customers and partners. Secondarily, the US support team is responsible for handling support requests using the follow-the-sun model  and provide support for other geographies such as APAC and EMEA requesting assistance. As a Support  Manager, your passion for exceeding customer expectations will flourish as you lead a team of  high caliber Support Engineers in delivering exceptional customer experience to our global customer base. You will be responsible for the management, professional growth and development  of the team. As a key member of the leadership team you are also responsible for delighting our  customers, developing excellent staff and achieving both tactical and strategic business development objectives. This role requires a high level of professional communication to all stake holders. 

The Manager of Customer Support is also responsible for short and long-term performance man agement of his/her direct reports, including managing individual operational indicators, written  performance reviews, and career planning. 

Responsibilities include: 

• Manage the business and operational excellence of our customer support organization • Implement the service delivery strategy defined by the organization. 
• Ensure that quality and service delivery standards are met and exceeded • Collaborate with other organizations such as Sales, Marketing, Operations, Engineering, QA,  and IT to improve overall customer satisfaction objectives 
• Manage the support operations and performance activities, customer satisfaction  • Drive operational improvements as it relates to customer satisfaction  
• Represent the Services functions as necessary on product teams and in various other Rubrik  decision-making forums 
• Evaluate and develop staff  
• Manages the activities of a group/department of technical support engineers and leads respon sible for providing remote technical support to resolving customer issues  • Closely monitoring top support issues after product launch, identifying gaps across all Support  tiers worldwide in support tools / resources needed to better support new features.  • Ability to identify support tasks that can be automated 
• Collect and analyze support center metrics to guide decisions about product and support quality 
• Handle escalations, initiate conference calls, drive escalations to positive closure by providing  timely status update all the stakeholders  
• Set Goals (KPI) and Review team performance daily, weekly, quarterly and half yearly  • Experience with phone home and proactive support best practices 

Education & Experience: 

• A Bachelor’s degree in any discipline 
• At least 7-10 years of experience working in technical customer support organizations. • At least 3 years’ experience as a people manager in support organizations, including a proven  track record of hiring and mentoring employees. 

General Skills 

• Excellent written & verbal communication skills 
• Planning, Decision Making, Staffing, Process Improvement 
• Excellent interpersonal and teamwork skills 
• Should ensure a high level of quality in process deliverables 
• Self-driven, proactive, hardworking, team-player with a good sense of humour • Should be open to work in any shift timing

Sr. Customer Support Manager 

Location: Palo Alto, California

Shift: 10-7pm PT

The Customer Support Manager is responsible for all aspects of customer post-sales support to  our US based customers and partners. Secondarily, the US support team is responsible for handling support requests using the follow-the-sun model  and provide support for other geographies such as APAC and EMEA requesting assistance. As a Support  Manager, your passion for exceeding customer expectations will flourish as you lead a team of  high caliber Support Engineers in delivering exceptional customer experience to our global customer base. You will be responsible for the management, professional growth and development  of the team. As a key member of the leadership team you are also responsible for delighting our  customers, developing excellent staff and achieving both tactical and strategic business devel opment objectives. This role requires a high level of professional communication to all stake holders. 

The Manager of Customer Support is also responsible for short and long-term performance man agement of his/her direct reports, including managing individual operational indicators, written  performance reviews, and career planning. 

Responsibilities include: 

• Manage the business and operational excellence of our customer support organization • Implement the service delivery strategy defined by the organization. 
• Ensure that quality and service delivery standards are met and exceeded • Collaborate with other organizations such as Sales, Marketing, Operations, Engineering, QA,  and IT to improve overall customer satisfaction objectives 
• Manage the support operations and performance activities, customer satisfaction  • Drive operational improvements as it relates to customer satisfaction  
• Represent the Services functions as necessary on product teams and in various other Rubrik  decision-making forums 
• Evaluate and develop staff  
• Manages the activities of a group/department of technical support engineers and leads respon sible for providing remote technical support to resolving customer issues  • Closely monitoring top support issues after product launch, identifying gaps across all Support  tiers worldwide in support tools / resources needed to better support new features.  • Ability to identify support tasks that can be automated 
• Collect and analyze support center metrics to guide decisions about product and support quality 
• Handle escalations, initiate conference calls, drive escalations to positive closure by providing  timely status update all the stakeholders  
• Set Goals (KPI) and Review team performance daily, weekly, quarterly and half yearly  • Experience with phone home and proactive support best practices 

Education & Experience: 

• A Bachelor’s degree in any discipline 
• At least 7-10 years of experience working in technical customer support organizations. • At least 3 years’ experience as a people manager in support organizations, including a proven  track record of hiring and mentoring employees. 

General Skills 

• Excellent written & verbal communication skills 
• Planning, Decision Making, Staffing, Process Improvement 
• Excellent interpersonal and teamwork skills 
• Should ensure a high level of quality in process deliverables 
• Self-driven, proactive, hardworking, team-player with a good sense of humour • Should be open to work in any shift timing

Position Risk Designation section:

This position carries duties and responsibilities involving the U.S. Federal Government’s interests. The selected incumbent may be subject to one or both of the additional background checks with periodic re-screening as noted below:

Position Risk Designation: Non-Sensitive, Low Risk, Tier 1 

Incumbents without access to U.S. Government data may be required to complete Standard Form 85 and undergo a Tier 1 Investigation (T1) for non-sensitive positions of Low Risk. (Baseline screening; formerly National Agency Check and Inquiries (NACI)).

Position Risk Designation: Non-Sensitive, Moderate Risk, Tier 2 (Public Trust)

Incumbents with access to U.S. Government data may be required to complete Standard Form 85P and undergo Tier 2 (T2) Investigation for non-sensitive positions designated Moderate Risk.

Position Risk Designation:Moderate Risk Law Enforcement (CJIS)

When hired for a position where access to Moderate Risk criminal justice information is required, the employee must complete a fingerprint-based national criminal history background check within 30 days after the employee’s start date.

Location: Bangalore

Shift: EST (5:30 P.M IST- 2:30 A.M IST)

What we’re looking for:

 You are an aspiring Business Intelligence, Data & Analytics Professional with 6+ years of experience in supporting the business in delivering high quality strategic and tactical analysis. You will have experience in analyzing complex business problems using data and provide actionable insights to our customer facing teams. You will have experience in identifying and interpreting trends and patterns in datasets to attribute key business drivers. You will have strong knowledge of SQL, CRM (Salesforce), Clari, Excel, Business Intelligence systems such as Tableau and Power BI. If you want to be part of a growing business, have a strong interest in learning and implementing innovative solutions to business challenges, and are passionate about winning, get in touch with us to explore the exciting opportunity at Rubrik. 

Position Overview:

As a Business Analyst you will be given the opportunity to tackle challenges impacting the growth of Rubrik’s growing subscription renewals business. This team is responsible for providing forecast clarity, scoring renewal growth and retention likelihood, customer analytics, and developing retention action plans working closely and partnering with Sales & Renewal Ops.

Key Responsibilities:

• Perform weekly, monthly and quarterly opportunity pipeline analysis, data validation and identify gaps and actions required
• Identify process automation and improvement opportunities and work with cross-functional teams to drive these initiatives
• Communicate regularly on business/team performance, making recommendations based on analysis of key performance areas
• Act on behalf of the leadership (e.g. drive global churn forecasting, identify direct and channel renewal improvements, forecasting mechanics evolution to incorporate customer health insights)
• Support the development and presentation of the business outcomes to stakeholders with a view to assisting them to drive performance in their areas (e.g. churn/upsell attribution etc)
• Provide critical business insights to Customer Success and Sales leadership based on business acumen and data analysis, be able to identify issues, recommend action plans and execute.
• Drive culture of continuous improvement on performance, process, automation, and data accuracy
• Generate regular and ad-hoc business analysis for Renewals and Sales Leadership to monitor performance across a range of key business drivers and Renewals Team performance, including direct and partner renewals
• Compare business performance against defined KPIs to identify trends and share key learnings and drive new operational programs
• Analyze data to determine if the customer is “At-Risk” and ensure early engagement.
• Analyze customer data to reduce the churn and identify the root cause of churn

Basic Qualifications

• 6+ years overall professional experience.
• A Bachelor's Degree focused in an analytically rigorous field of study is preferred, a MBA is a huge plus.
• Self-starter with outstanding problem-solving skills
• Proven track record in juggling through multiple projects and deadlines yet driving them to completion
• Have strong business acumen, excellent collaboration and stellar communication.
• Experience with Data Analytics and Modelling and ability to work with a degree of independence on data analysis.
• Excellent time management skills and ability to manage multiple priorities.
• Knowledge of Rubrik products and services preferable.

Rubrik is one of the fastest growing companies in Silicon Valley, revolutionizing data protection and management in the emerging multi-cloud world. We are the leader in cloud data management, delivering a single platform to manage and protect data in the cloud, at the edge, and on-premises. Enterprises choose Rubrik to simplify backup and recovery, accelerate cloud adoption, enable automation at scale, and secure against cyberthreats. Rubrik has raised over $553 million in venture funding, most recently at a valuation of $3.3 billion. We’ve been recognized as a Forbes Cloud 100 Company two years in a row and as a LinkedIn Top 10 startup. 

Rubrik provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age or disability. 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.

#LI-DR2

Location: Bangalore, India

Shift Timing: 5:30 PM- 2:30 AM

About You:

In this role, you will be a Quoting Analyst II who will be a  part of the Global Renewal Team. This role will be focused on ensuring all upcoming renewals from the installed base are being quoted accurately with the intent to align expiration dates and streamline the renewal process. This individual will assist the Renewals team review and report any refresh/upgrade opportunities that impact the installed base. Your ability to drive business process, manage heavy transaction workloads with a keen attention to detail will enable the team to secure more revenue prior to the maintenance/subscription expiration date ultimately removing the risk of reducing the contract value. Focusing on accuracy upfront will allow for predictability as we look to secure the renewals.

What we’re looking for:

• You are a Quoting Analyst II  with 4+ years of experience in Renewals Quoting Operations supporting the renewal reps in their day-to-day activities by picking up and performing more administrative tasks and helping to coordinate activity between different functions. You will be instrumental in scaling our renewal business and achieving our ambitious growth targets.

What you will Do:

• Responsible for maximizing retention by partnering with Renewal Reps to ensure renewal quotes are validated & sent out early.
• Ensure the data is accurate, including all changes from the prior renewal, price increase, and accuracy of all SKU data and contractual terms that may impact the renewal amount.
• Manage a pipeline of upcoming renewals and validate each opportunity/quote in your assigned region.
• Accountable for reviewing and checking accuracy with upgrades executed by the field and Inside Account teams
• Identify the potential Flip/Refresh/Upgrades opportunities early in the renewal cycle.
• Extract and analyze large data sets to deliver meaningful insights around Adoption, Retention and expansion, and proactively report on trends and suggestions for improvement
• Extract and analyze large data sets to deliver meaningful insights around retention and expansion, and proactively report on trends and suggestions for improvement.

Desired Skills & Experience:

• 3-8 years of hands-on Renewal Operations, Revenue Operations or Quote to Cash Process.
• Solid Salesforce aptitude
• Ability to Organize and Prioritize activities
• Strong oral and written communication skills
• Organizational and follow up skills, problem solving and analytical skills
• Inventory/installed base management experience is a plus
• Ability to take initiative, work flexibly, and adhere to priorities with minimal direct supervision.

#LI-DR2

About The Team

Rubrik’s Global Customer Support and Success Organization is a team of professionals committed to provide world class post purchase experience. The team is responsible for delivering post deployment technical support to customers and partners with a wide range of technologies and cloud deployments. The team is also responsible for delivering initial time to value by ensuring timely activation and adoption of Rubrik’s SaaS products and technologies. The member of the Global Support and Success Organization will serve as a key point of contact, a trusted advisor to Rubrik’s customers and partners and works closely with cross functional teams in order to deliver the value to customers. The Customer Support Team at Rubrik is composed of seasoned experts in the field of data management and security who  possess an in-depth knowledge of Rubrik's solutions, data protection, and recovery strategies, and they are skilled at swiftly diagnosing and solving complex issues while keeping the overall customer experience at forefront.

In a world where data is the lifeblood of every organization, Rubrik's Customer Support Team serves as the backbone of our customer’s data security strategy. Their technical prowess, commitment to customer success, and dedication to rapid response ensure that our customer’s data remains protected and available, no matter the challenges that come your way.

Senior Customer Success Engineers at Rubrik will provide enterprise level technical support to our customers via phone, web, email, chat, onsite visits and other support channels as required. CSEs are responsible for delivering effective solutions to backup, recovery, replicate, archive, index and search data across Rubrik clusters and the cloud. CSEs will spend the majority of their time dealing with both technical and non-technical administrators and end users, with the remainder of the time spent with partners and other 3rd party vendors on interoperability issues. 

Work Location: Morrisville, NC Office - Hybrid (In office Tuesday-Thursday)

Work Schedule: M-F; 2nd shift- 12pm-9pm EST (10% shift differential in base salary for 2nd shift)

What you’ll do:

• Independently diagnose and resolve problems in the Rubrik products, as well as in the customer environment (e.g  physical Linux and Windows system, VMWare virtual machines)
• Troubleshoot networking connectivity and performance issues between Rubrik appliances and the cloud (e.g. AWS, Microsoft Azure), using Wireshark and other packet tracking and analysis tools. Assist customers and partners in administrating and configuring network, router, switch (e.g. Juniper and Cisco), firewall and spam settings
• Author knowledge-base articles for customers and internal consumption, detailing the symptoms, cause, workaround and solutions of common and/or known issues
• Participate in weekend and holiday on-call/shift rotations
• Work with Rubrik's Engineering and QA teams to recreate customers' issues in the lab. Review documentations (e.g. Release Notes, User Guide) on upcoming new software releases
• Develop and enhance tools for analyzing logs, stats and performance data collected within the Rubrik appliances
• Contribute to the effective and efficient handling of all levels of technical support cases from basic user questions to issues requiring more in-depth technical and problem-solving skills
• Independently diagnose and resolve problems within our sphere of the customer environment
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Work with 3rd parties on interoperability issues
• Provide prompt and accurate feedback to customers
• Ensure proper recording and closure of all issues
• Design, define and document support processes, training and knowledge-base articles for customer and internal consumption
• May work as assigned engineer on specific accounts
• Managing top accounts for Rubrik
• Addressing the most technically complex issues 

Experience you’ll need:

• 10+ years doing enterprise technical support in storage or backup verticals, including advanced issues such as snapshots, replication, data recovery, networking, and VMware administration
• Must have working experience with Linux / Unix command line
• Must have technical working experience of VMware, backup technologies, networking
• Strong written and oral communication skills with the ability to document and present technical content to all levels
• Strong experience in one or more of the following areas: Microsoft Enterprise Applications, Databases, Cloud Technologies (AWS, Azure, Google Cloud, Private Cloud Platforms), Storage (NAS and SAN)
• Strong experience with scripting languages (bash, Python, Perl, PowerShell) is highly desirable
• Bachelor's Degree in Computer Science, Engineering, related field OR relevant work experience
• Hands-on experience with installation, deployment, troubleshooting, configuration and tuning of enterprise applications and solutions
• Demonstrated experience in delivering a high-touch and delightful experience
• US citizenship
• Can cover US West (i.e.,2nd shift EST)
• Will be located in an office (T-Th) - RTP is the preferred location

This position carries special Security and Privacy Responsibilities for protecting the U.S. Federal Government’s interests:

• Know, acknowledge, and follow system-specific security policies and procedures;
• Protect data and individual privacy per requirements and regulations;
• Perform ongoing activities in compliance with service and contractual obligations;
• Participate in role-based training, completing assignments on a timely basis; 
• Report security issues promptly, and aid investigation when needed;
• Support controlled changes and vulnerability remediation activities; and
• Work collaboratively with Information Security in designing, implementing, assessing or enhancing system-specific security and privacy controls. 

Position Risk Designation section:

This position carries responsibilities and duties involving U.S. Government interests. 

The selected incumbent may be subject to any or all of the additional background checks noted below:

Position Risk Designation: Non-Sensitive, Low Risk, Tier 1 

Incumbents without access to U.S. Government data may be required to complete Standard Form 85 and undergo a Tier 1 Investigation (T1) for non-sensitive positions of Low Risk. (Baseline screening; formerly National Agency Check and Inquiries (NACI)).

Position Risk Designation: Non-Sensitive, Moderate Risk, Tier 2 (Public Trust)

Incumbents with access to U.S. Government data may be required to complete Standard Form 85P and undergo Tier 2 (T2) Investigation for non-sensitive positions designated Moderate Risk.

Position Risk Designation:Moderate Risk Law Enforcement (CJIS)

When hired for a position where access to Moderate Risk criminal justice information is required, the employee must complete a fingerprint-based national criminal history background check within 30 days after the employee’s start date.

#LI-UV1
#LI-Hybrid 

Renewal Sales Specialist -EST

Location : Bangalore

Shift : 5:30PM to 2:30AM

Rubrik is looking for an experienced Renewal Specialist for US/AMER Region based out in our Bangalore office. As a Renewal specialist, you will own & manage a renewal book of business for existing accounts customers across US and EMEA regions and is primarily responsible to ensure successful and on-time renewals.

To be successful in this role requires excellent communication, coordination with cross-functional teams such as, Account Executives, Renewal Operations, Channel Team, Legal, Customer Success, Finance and others. 

This is an ideal opportunity for someone who wants to be part of one the fastest-growing cloud data management and data security SaaS companies and have prior experience in Sales, Customer Success & Account/Channel Management.

What You’ll Do:

• Responsible for meeting Quarter on Quarter Renewal Quota & ACV Plan.
• Responsible for negotiation and driving incremental standard uplift on renewals. 
• Own, manage and review your current & upcoming renewal pipeline periodically in CRM. 
• Conduct product usage & account review  for your customers and coordinate internally with the Sales, Support & Customer Success team to help in mitigating any potential renewal risk. 
• Review, validate and provide accurate renewal quotes to distributors 120 days in advance of contract renewal date. 
• Proactively manage your individual forecast i.e for CQ +1, update renewal sentiment and renewal opportunity stage progression in CRM.
• Maintain healthy pipeline hygiene i.e for CQ +1 & monthly linearity.
• Work in close coordination with Account Executive on Upgrade+Renewal Opportunities.
• Consult with partners and customers to resolve any questions or challenges while leveraging the Account Manager and other internal teams as needed.
• Keep up with Phase - Product Training/Certifications & Company Updates
• Conduct Periodic Pipeline Review & Forecast meetings with Distributors & Partners.

Required Skills and Experience:

• 2+ years of  experience in Renewals/ Account Management/ Sales/ Customers Success in SaaS
• Have exposure & experience of working with Global Customers i.e US, EMEA & APAC
• Experience working in Cloud Data Management & Security
• Prior Experience working in Channel/ Partner Ecosystem will be an add on. 
• Excellent English communication skills (written and verbal)
• Bachelor's degree in any discipline
• Ability to successfully balance a wide variety of daily tasks and adjust priorities in a fast-paced environment over multiple engagements.
• Must be a self-starter with the ability to work independently or in a team environment. 

#LI-DR2

About The Team

Rubrik’s Global Customer Support and Success Organization is a team of professionals committed to provide world class post purchase experience. The team is responsible for delivering post deployment technical support to customers and partners with a wide range of technologies and cloud deployments. The team is also responsible for delivering initial time to value by ensuring timely activation and adoption of Rubrik’s SaaS products and technologies. The member of the Global Support and Success Organization will serve as a key point of contact, a trusted advisor to Rubrik’s customers and partners and works closely with cross functional teams in order to deliver the value to customers. The Customer Support Team at Rubrik is composed of seasoned experts in the field of data management and security who  possess an in-depth knowledge of Rubrik's solutions, data protection, and recovery strategies, and they are skilled at swiftly diagnosing and solving complex issues while keeping the overall customer experience at forefront.

In a world where data is the lifeblood of every organization, Rubrik's Customer Support Team serves as the backbone of our customer’s data security strategy. Their technical prowess, commitment to customer success, and dedication to rapid response ensure that our customer’s data remains protected and available, no matter the challenges that come your way.

Senior Customer Success Engineers at Rubrik will provide enterprise level technical support to our customers via phone, web, email, chat, onsite visits and other support channels as required. CSEs are responsible for delivering effective solutions to backup, recovery, replicate, archive, index and search data across Rubrik clusters and the cloud. CSEs will spend the majority of their time dealing with both technical and non-technical administrators and end users, with the remainder of the time spent with partners and other 3rd party vendors on interoperability issues. 

Work Location: Morrisville, NC Office - Hybrid (In office Tuesday-Thursday)

Work Schedule: 1st shift: 9am-6pm ET (Monday - Friday) 

What you’ll do:

• Independently diagnose and resolve problems in the Rubrik products, as well as in the customer environment (e.g  physical Linux and Windows system, VMWare virtual machines)
• Troubleshoot networking connectivity and performance issues between Rubrik appliances and the cloud (e.g. AWS, Microsoft Azure), using Wireshark and other packet tracking and analysis tools. Assist customers and partners in administrating and configuring network, router, switch (e.g. Juniper and Cisco), firewall and spam settings
• Author knowledge-base articles for customers and internal consumption, detailing the symptoms, cause, workaround and solutions of common and/or known issues
• Participate in weekend and holiday on-call/shift rotations
• Work with Rubrik's Engineering and QA teams to recreate customers' issues in the lab. Review documentations (e.g. Release Notes, User Guide) on upcoming new software releases
• Develop and enhance tools for analyzing logs, stats and performance data collected within the Rubrik appliances
• Contribute to the effective and efficient handling of all levels of technical support cases from basic user questions to issues requiring more in-depth technical and problem-solving skills
• Independently diagnose and resolve problems within our sphere of the customer environment
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Work with 3rd parties on interoperability issues
• Provide prompt and accurate feedback to customers
• Ensure proper recording and closure of all issues
• Design, define and document support processes, training and knowledge-base articles for customer and internal consumption
• May work as assigned engineer on specific accounts
• Managing top accounts for Rubrik
• Addressing the most technically complex issues 

Experience you’ll need:

• 10+ years doing enterprise technical support in storage or backup verticals, including advanced issues such as snapshots, replication, data recovery, networking, and VMware administration
• Must have working experience with Linux / Unix command line
• Must have technical working experience of VMware, backup technologies, networking
• Strong written and oral communication skills with the ability to document and present technical content to all levels
• Strong experience in one or more of the following areas: Microsoft Enterprise Applications, Databases, Cloud Technologies (AWS, Azure, Google Cloud, Private Cloud Platforms), Storage (NAS and SAN)
• Strong experience with scripting languages (bash, Python, Perl, PowerShell) is highly desirable
• Bachelor's Degree in Computer Science, Engineering, related field OR relevant work experience
• Hands-on experience with installation, deployment, troubleshooting, configuration and tuning of enterprise applications and solutions
• Demonstrated experience in delivering a high-touch and delightful experience
• US citizenship
• Will be located in an office (T-Th) - RTP is the preferred location

Position Risk Designation section:

This position carries duties and responsibilities involving the U.S. Federal Government’s interests. The selected incumbent may be subject to one or both of the additional background checks with periodic re-screening as noted below:

Position Risk Designation: Non-Sensitive, Low Risk, Tier 1 

Incumbents without access to U.S. Government data may be required to complete Standard Form 85 and undergo a Tier 1 Investigation (T1) for non-sensitive positions of Low Risk. (Baseline screening; formerly National Agency Check and Inquiries (NACI)).

Position Risk Designation: Non-Sensitive, Moderate Risk, Tier 2 (Public Trust)

Incumbents with access to U.S. Government data may be required to complete Standard Form 85P and undergo Tier 2 (T2) Investigation for non-sensitive positions designated Moderate Risk.

Position Risk Designation:Moderate Risk Law Enforcement (CJIS)

When hired for a position where access to Moderate Risk criminal justice information is required, the employee must complete a fingerprint-based national criminal history background check within 30 days after the employee’s start date.

#LI-NM2
#LI-Hybrid 

Director of Operations, Renewals and Customer Success 

Location: Hybrid - Palo Alto, CA. US

Role overview:

As the Operations Director for Renewal and Customer Success function, you will be pivotal in maximizing customer lifetime value and driving the long-term success of our business. In this role, you will lead a team responsible for the entire renewal and customer success operations, your strategic vision, operational expertise, and advanced reporting skills will be essential in developing and executing renewal and customer success strategies that elevate customer experience, optimize revenue, and drive business growth.

Essential Duties and Responsibilities:

• Design and execute a comprehensive renewal and customer success operations strategy that aligns with overarching business objectives and revenue targets.
• Foster Cross-Functional Collaboration: Collaborate closely with Sales, Customer Success, Legal, and Finance teams to synchronize renewal goals, policies, uncover growth opportunities, and proactively mitigate churn risks. 
• Stay Informed: Maintain a deep understanding of industry trends, competitive landscape, and customer feedback to continuously refine renewal strategies and enhance strategic decision-making.
• Oversee Renewal Process, Manage the end-to-end renewal process to ensure timely and accurate renewals, upsells, and expansions.
• Optimize Processes and Tools: Implement and continuously improve processes, policies and tools to boost efficiency, accuracy, and scalability in renewal management.
• Build Strong Customer Relationships: Cultivate strong relationships with key customers, understanding their business needs and proactively addressing any concerns or challenges.
• Collaborate for Success: Work closely with Sales and Customer Success teams to identify and overcome barriers to renewal, such as product adoption, customer satisfaction, or contract-related issues and renewal policies
• Proven track record of spearheading initiatives to reduce churn within the organization, coupled with adeptness in developing comprehensive reporting mechanisms to track and analyze churn metrics effectively.
• Establish KPIs: Define and monitor key performance indicators (KPIs) to evaluate the effectiveness of renewal strategies and identify areas for continuous improvement.
• Analyze Renewal Data: Conduct comprehensive analyses of renewal and customer success metrics, trends, and customer behavior to generate insights and propose actionable recommendations.
• Reporting and Insights: Prepare detailed reports and presentations for senior leadership, showcasing renewal performance, revenue forecasts, and retention rates and be a single point of contact for driving MBRs, QBRs for leadership teams
• Planning and forecasting: Ensuring accurate forecast tracking of in-quarter outlooks and end-of-quarter actuals against forecasted plans, and provide clear insights about the business using the forecast data to leadership team
• Drive Strategic Decisions: Use data-driven insights to inform strategic decisions, ensuring alignment with overall business objectives and revenue goals.
• Cultivate Customer-Centric Culture: Foster a customer-centric mindset within the renewal team, prioritizing customer experience and success.
• Enhance Collaboration: Partner with the Customer Success team to develop and execute proactive engagement plans that deliver value to customers and boost renewal rates.
• Improve Customer Onboarding and Adoption: Identify and implement initiatives to enhance customer onboarding, adoption, and overall experience, working collaboratively with customer success and cross-functional teams.
• Drive Continuous Improvement: Continuously seek and act on opportunities to refine policies, processes and strategies that improve the customer experience, renewal and retention efforts.

Desired Skills & Experience

• Leadership Experience: Minimum of 7-10 years in a senior role overseeing subscription renewal and customer success operations or a comparable field within the SaaS industry.
• Proven ability to develop strategies, translate them into initiatives and track successful delivery.
• Analytical Proficiency: Strong ability to analyze data, identify patterns, and make informed, data-driven decisions.
• Negotiation and Contract Management: Proven expertise in negotiation and managing contracts, focusing on revenue maximization and churn reduction.
• Team Leadership: Track record of successfully leading and motivating teams, promoting a collaborative and achievement-oriented culture.
• Cross-Functional Collaboration: Adept at facilitating cross-functional teamwork, establishing trust, making decisive judgments, and communicating issues effectively.
• Communication and Interpersonal Skills: Superior communication and interpersonal skills, with the ability to build strong relationships and influence stakeholders at various levels.
• Technical Knowledge: Experience with CRM, customer success and renewal management tools (e.g., Salesforce, CPQ, Clari etc) is highly preferred.

#LI-NM2

Renewals Account Manager, Strategic Accounts 

Location: Palo Alto, CA

Job Overview

Rubrik is seeking a highly motivated and results-driven Renewals Account Manager to join our team, focusing exclusively on managing the subscription renewal lifecycle for our Strategic Accounts within the region. In this critical role, you will be the primary owner responsible for retaining and growing revenue across our largest and most complex customer base. You will execute a high-touch renewal strategy, ensuring timely execution, maximizing customer outcomes in collaboration with the sales team. Success in this role requires strong executive presence, expert negotiation skills, and a proven ability to orchestrate internal resources across Sales, Customer Success, and Finance.

Key Responsibilities

• Strategic Renewal Execution: Own and manage the entire renewal process for a dedicated portfolio of Strategic Accounts, ensuring subscription renewals are executed 240–180 days ahead of the expiration date to maintain a high-retention rate.
• Customer and Partner Engagement: Proactively engage with both the customer's executive stakeholders and our top-tier channel partners to assess renewal risks, communicate value, and negotiate complex contract terms and pricing.
• Internal Alignment and Review: Conduct mandatory internal Account Reviews for all renewals exceeding a certain revenue threshold (ACV), coordinating alignment with Field Sales and executive leadership to ensure a unified renewal strategy.
• Negotiation and Proposal: Develop and present tailored renewal proposals, quotes, and pricing models while expertly navigating commercial negotiations to maximize revenue and margin.
• Risk Mitigation: Proactively identify and resolve all issues and friction points during the renewal cycle. Act as a strategic partner to Customer Success to eliminate risk and to drive value realization
• Operational Excellence: Maintain meticulous and accurate records of all customer interactions, forecast statuses, and renewal sentiments and activities within CRM, providing management with timely reports and strategic insights on renewal trends.

Qualifications

• Experience: 5+ years of experience in high-touch renewals, account management, or strategic sales, with a proven track record of managing and negotiating complex, multi-million dollar contracts.
• Executive Acumen: Demonstrated ability to build relationships with, and effectively communicate complex commercial terms to, senior-level and executive client stakeholders.
• Financial & Analytical Skills: Strong analytical capabilities with experience interpreting renewal data, managing financial models (ACV/ARR), and providing accurate revenue forecasts.
• Collaboration: Proven ability to work cross-functionally and lead virtual teams (Sales, CS, Finance) to achieve a common renewal goal.
• Technical Proficiency: Expert proficiency with CRM systems and forecasting tools is mandatory.
• Education: Bachelor's degree in Business Administration, Finance, or a related field 

About The Team

Rubrik’s Global Customer Support and Success Organization is a team of professionals committed to provide world class post purchase experience. The team is responsible for delivering post deployment technical support to customers and partners with a wide range of technologies and cloud deployments. The team is also responsible for delivering initial time to value by ensuring timely activation and adoption of Rubrik’s SaaS products and technologies. The member of the Global Support and Success Organization will serve as a key point of contact, a trusted advisor to Rubrik’s customers and partners and works closely with cross functional teams in order to deliver the value to customers. The Customer Support Team at Rubrik is composed of seasoned experts in the field of data management and security who  possess an in-depth knowledge of Rubrik's solutions, data protection, and recovery strategies, and they are skilled at swiftly diagnosing and solving complex issues while keeping the overall customer experience at forefront.

In a world where data is the lifeblood of every organization, Rubrik's Customer Support Team serves as the backbone of our customer’s data security strategy. Their technical prowess, commitment to customer success, and dedication to rapid response ensure that our customer’s data remains protected and available, no matter the challenges that come your way.

Senior Customer Success Engineers at Rubrik will provide enterprise level technical support to our customers via phone, web, email, chat, onsite visits and other support channels as required. CSEs are responsible for delivering effective solutions to backup, recovery, replicate, archive, index and search data across Rubrik clusters and the cloud. CSEs will spend the majority of their time dealing with both technical and non-technical administrators and end users, with the remainder of the time spent with partners and other 3rd party vendors on interoperability issues. 

Work Location: Morrisville, NC Office - Hybrid (In office Tuesday-Thursday)

Work Schedule: 1st shift: 9am-6pm ET (Monday - Friday) 

What you’ll do:

• Independently diagnose and resolve problems in the Rubrik products, as well as in the customer environment (e.g  physical Linux and Windows system, VMWare virtual machines)
• Troubleshoot networking connectivity and performance issues between Rubrik appliances and the cloud (e.g. AWS, Microsoft Azure), using Wireshark and other packet tracking and analysis tools. Assist customers and partners in administrating and configuring network, router, switch (e.g. Juniper and Cisco), firewall and spam settings
• Author knowledge-base articles for customers and internal consumption, detailing the symptoms, cause, workaround and solutions of common and/or known issues
• Participate in weekend and holiday on-call/shift rotations
• Work with Rubrik's Engineering and QA teams to recreate customers' issues in the lab. Review documentations (e.g. Release Notes, User Guide) on upcoming new software releases
• Develop and enhance tools for analyzing logs, stats and performance data collected within the Rubrik appliances
• Contribute to the effective and efficient handling of all levels of technical support cases from basic user questions to issues requiring more in-depth technical and problem-solving skills
• Independently diagnose and resolve problems within our sphere of the customer environment
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Work with 3rd parties on interoperability issues
• Provide prompt and accurate feedback to customers
• Ensure proper recording and closure of all issues
• Design, define and document support processes, training and knowledge-base articles for customer and internal consumption
• May work as assigned engineer on specific accounts
• Managing top accounts for Rubrik
• Addressing the most technically complex issues 

Experience you’ll need:

• 10+ years doing enterprise technical support in storage or backup verticals, including advanced issues such as snapshots, replication, data recovery, networking, and VMware administration
• Must have working experience with Linux / Unix command line
• Must have technical working experience of VMware, backup technologies, networking
• Strong written and oral communication skills with the ability to document and present technical content to all levels
• Strong experience in one or more of the following areas: Microsoft Enterprise Applications, Databases, Cloud Technologies (AWS, Azure, Google Cloud, Private Cloud Platforms), Storage (NAS and SAN)
• Strong experience with scripting languages (bash, Python, Perl, PowerShell) is highly desirable
• Bachelor's Degree in Computer Science, Engineering, related field OR relevant work experience
• Hands-on experience with installation, deployment, troubleshooting, configuration and tuning of enterprise applications and solutions
• Demonstrated experience in delivering a high-touch and delightful experience
• US citizenship
• Will be located in an office (T-Th) - RTP is the preferred location

Position Risk Designation section:

This position carries duties and responsibilities involving the U.S. Federal Government’s interests. The selected incumbent may be subject to one or both of the additional background checks with periodic re-screening as noted below:

Position Risk Designation: Non-Sensitive, Low Risk, Tier 1 

Incumbents without access to U.S. Government data may be required to complete Standard Form 85 and undergo a Tier 1 Investigation (T1) for non-sensitive positions of Low Risk. (Baseline screening; formerly National Agency Check and Inquiries (NACI)).

Position Risk Designation: Non-Sensitive, Moderate Risk, Tier 2 (Public Trust)

Incumbents with access to U.S. Government data may be required to complete Standard Form 85P and undergo Tier 2 (T2) Investigation for non-sensitive positions designated Moderate Risk.

Position Risk Designation:Moderate Risk Law Enforcement (CJIS)

When hired for a position where access to Moderate Risk criminal justice information is required, the employee must complete a fingerprint-based national criminal history background check within 30 days after the employee’s start date.

#LI-NM2
#LI-Hybrid 

GSI Services Program Manager

Location: Bangalore, India

Job summary

We are seeking a highly skilled and customer-focused Services Program Manager to develop a post-sales enablement and service-delivery quality framework for Rubrik’s Global System Integrator (GSI) partners.  Success in this role guarantees consistent and successful service delivery from Rubrik’s largest and most complex GSI partners to ensure customer success, satisfaction, and retention worldwide.   Pro-active and assertive development of the partner services relationships is a critical success factor for this role. It is both strategic and tactical and requires clear operational oversight, strong partner advocacy, and an ability to incent and reward top performance from Rubrik SMEs at all levels within the partners’ organizations.  The ideal candidate understands how to work effectively with the Partner’s organization in collaboration with Rubrik’s Sales and Service Delivery teams to make Rubrik the preferred vendor for easy enablement and adoption of Rubrik best practices to deliver high value and margin-rich services to their largest and most complex customers.

The GSI Services Program Manager is a critical contributor in the Partner Services Operations team within Rubrik’s Global Customer Success organization.  Partner Services Operations enables partners to deliver post-sales support and services to their customers using reliable and innovative systems, processes and programs that ensure a high level of Customer Satisfaction with minimal dependence on Rubrik.  The ideal candidate will have strong technical acumen, excellent analytical and problem-solving skills, and a passion for collaborating with and advocating for partners for the benefit of our mutual customers.

Key Responsibilities

• Training & Enablement: Facilitate and track role-based training and certification to GSIs that ensures they are well-equipped to deliver services aligned with Rubrik’s company standards, in partnership with Rubrik University, Rubrik Sales, and Global Customer Success.
• Program Leadership & Management: Lead and coordinate a scalable high-growth engine of post-sales support and professional services GSI engineers.  Motivate this strategic workforce 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, acting as the primary point of contact for post-sales service issues, escalations, and proactive management of a seamless hand-off from sales to services.  Must be able to navigate and present to all management levels within the partner and Rubrik organization.
• Customer Satisfaction: Maintain strong customer focus to ensure all managed partners are delivering world-class customer services, in collaboration with Rubrik, by measuring and monitoring customer satisfaction.
• Process & Quality Improvement: Implement and refine processes for support and professional services delivery, promoting best practices, scalability, and eliminating friction and inefficiencies. 
• Metrics & Reporting: Develop and maintain program KPIs, track performance metrics, and prepare regular reports for executive leadership and stakeholders. Facilitate Services QBRs to ensure continuous improvement on both sides of the partnership.  Analyze program quality metrics to correctly assess and incent high partner performance, while requiring non-performers to improve or exit the program.
• Partner Advocacy: Comprehensively understand the partners’ go-to-market strategy, global support structure, and service delivery plan; document and present partner’s approach to internal key stakeholders as an advocate for what the partners need from Rubrik to be successful.
• Support Oversight: Provide oversight on partner’s open support cases and product gaps, to ensure timely resolution and appropriate resourcing and visibility within Rubrik.  Facilitate resolution for any customer complaints regarding partner-delivered services. 

ABOUT YOU

• 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 and aptitude in Networking, Storage, Backup and Recovery, Cloud solutions (AWS, Azure, GCP etc.), and Hypervisors (VMware, Hyper-V, etc.). Cyber Security experience is desired. 
• Demonstrated experience working with GSIs or large multi-regional channel partners. Quickly understands the business issues, data challenges, and both the commercial and services aspects of strategic partnerships within global service delivery teams.
• Strong leadership and stakeholder management skills with excellent communication and presentation ability, specifically to summarize complex product issues into clear executive summaries.
• Strong project management background, with demonstrated success coordinating multiple programs, workstreams, and people toward common, measurable objectives.
• Highly detail-oriented with strong analytical skills, including hands-on experience analyzing customer data to facilitate data-driven decisions and to develop executive presentations. Experience with Salesforce, Atlassian, and Tableau reporting and data preferred.
• Motivated, proactive self-starter with a customer-centric mindset, focused on delivering measurable outcomes from cross-functional teams, including those outside direct influence.
• Able to work independently in a fast-paced growth environment.
• Able to travel to other locations and customer sites on occasion as required.
• Able to adjust work hours to overlap with USA and EMEA business hours as required.

Location - Bangalore

Shift Timing - 5:30 P.M to 2:30 A.M (IST)

Position Summary:

​​As the Business Operations Manager, you will play a crucial role in optimizing and scaling our renewal processes and operations to support our ambitious growth targets. You will lead a team of renewal operation professionals to ensure seamless coordination between Finance, Sales Ops, Product Ops, IT and other cross-functional teams. This is a strategic role but should possess good hands-on experience and requires a deep understanding of SaaS business model and the renewal process management. This is a relatively new role and we are looking for someone who can thrive with a high level of ambiguity to operate autonomously while maintaining cross functional collaboration and stakeholder management and expectations.

What You Will Do

Strategy and Planning: 

• Develop and implement a comprehensive operational rigor, aligning it with overall business objectives and revenue targets.
• Partner with Sales Ops and Finance in the long-range planning ,QRF submissions to the leadership and Renewal Capacity Planning.
• Conduct data-driven analysis to identify sales performance trends, opportunities, challenges and use the insights to optimize processes and propose actionable recommendations.
• Provide valuable insights and contribute to sales planning, territory planning, and coverage model strategies.
• Stay updated on industry trends and competitive landscape and customer feedback to refine renewal strategies.

Renewal Sales Process Optimization: 

• Streamline and standardize sales processes to improve efficiency, shorten sales cycles and increase overall sales effectiveness. 
• Develop and implement sales playbooks and methodologies to ensure consistency across the sales team.
• Provide operational guidance and support in Renewals forecasting and business reviews.
• Orchestrate the Forecast Calls with the Renewal Managers and the Team.
• Work with Renewal Managers and Sr. Customer Success Managers to get the CQ+1 Forecast Outlook by incorporating upside, downside and Risk to the RBOB.

Analytics and Reporting: 

• Maintain Renewal KPIs and dashboards to monitor sales performance and track progress towards targets. 
• Leverage data and insights to support process improvements, enable optimal business outcomes, manage project scope and ongoing operations.
• Prepare regular reports and presentations highlighting renewal performance to assess sales performance and identify areas for improvement.

Customer Success & Relationship Management:

• Work with the Retention team to proactively identify the barriers to renewal and call out the risk early for the upcoming quarters. 
• Collaborate closely with the Customer Success team to develop and execute proactive engagement plans that drive value for customers and increase renewal rates.
• Manage the Retention KPIs including the quantitative and qualitative metrics - Value and Outcomes from the Risk Mitigation, Dollars Retained and document the customer objections.

Cross-Functional Collaboration: 

• Drive collaboration and Foster strong relationships with cross functional teams to ensure seamless coordination and alignment of strategies. 
• Partner with finance, customer success and sales operations functions in managing the day-to-day Renewal operations.

What We're Looking For

• 10+ years’ experience in Revenue/Renewal/Customer Success/ Sales Operations, Sales Strategy or similar
• Proven track record of success in operations roles within high-growth SaaS or technology companies.
• Intermediate to Advanced experience with Salesforce (SFDC) and CPQ, Advanced Excel.
• Strong analytical skills with the ability to interpret data and make decisions based on insights.
• Proven ability to lead and motivate a team, work in a fast-paced dynamic environment and handle multiple priorities simultaneously.
• Ability to drive cross-functional collaboration, establish credibility, be decisive and articulate issues clearly and concisely.
• An inquisitive nature and exceptional attention to detail. 

#LI-DR2