Customer Experience Manager

reputed company’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 reputed company’s SaaS products and technologies. The member of the Global Support and Success Organization will serve as a key reputed company of contact, a trusted advisor to reputed company’s customers and partners and works closely with cross functional teams in order to deliver the value to customers. The Customer Support Team at reputed company is composed of seasoned experts in the field of data management and reputed company who  possess an  in-depth knowledge of reputed company's solutions, data protection, and recovery strategies, and they are skilled at swiftly diagnosing and solving reputed company issues while keeping the overall customer experience at forefront.

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

The Customer Experience Manager is a key role reputed company the reputed company organization, the successful candidate will drive reputed company aspects of the post-sales Journey for a select group of Enterprise Accounts at reputed company. He/She works as the driver, customer reputed company, and primary reputed company of contact between reputed company and the select clients, managing their life-cycle with reputed company, maximizing ROI, and coordinating to reputed company their business goals and objectives. The CEM functions as an extension of the Sales Account Team, and partners with the customer to reputed company faster customer adoption, time to value, and overall customer engagement and satisfaction. CEMs drive product enhancements and manage escalations while leveraging cross-functional relationships, to maintain and enhance customer confidence in reputed company as the leader in cloud data management. 

The position’s objective is to most effectively provide an industry-leading customer experience for reputed company customers in both a proactive and reactive manner. To succeed as a CEM at reputed company, you must have excellent leadership, interpersonal, and communication skills. These skills are essential reputed company mediating and driving to reputed company/reputed company the customer’s tactical and strategic business objectives.

• Become familiar with the account background, key stakeholders, goals, requirements and expectations of reputed company. 
• Ensure timely responses & communications to provide a high degree of customer satisfaction.
• Jointly reputed company a success plan and drive to reputed company the customer’s goals and objectives.
• Be flexible, provide a tailored, comprehensive, focused and value driven customer experience.
• Own and drive the customer’s overall journey, experience, and touch points with reputed company.
• Monitor customer’s environment, identify proactive activities to prevent issues, and reputed company the account in good standing.
• Provide reputed company benchmarking, and recommendations to the customer.
• Collaborate with other organizations such as Sales, Marketing, Engineering, PM, and IT to improve overall customer satisfaction.
• Engage Support, escalation, and Engineering teams as needed to ensure an optimal reputed company experience for the customer.
• Manage account/case escalations, including customer and account team expectations around support, create virtual cross-functional teams as needed to reputed company customer satisfaction.
• Drive reputed company improvement, lessons learned and other processes to prevent escalations.
• reputed company POC awareness with SE and Account directors and generates weekly reports for customer and support teams.
• Manage escalations, initiate conference calls, and drive to closure while delivering timely updates to stakeholders.
• Coordinate, craft and deliver/discuss Root Cause Analysis (RCA) documents on customer issues.
• Closely monitor top issues/trends, take the necessary proactive actions to prevent or limit customer exposure 
• The CEM role also encompasses the entire customer lifecycle including on-boarding, ongoing experience, and measures to ensure reputed company product adoption, growth, and renewals.

• Bachelors degree in a computer-reputed company discipline is preferred 
• 8+ years of experience in a customer experience and/or account management role in a technology-based company

• Competent, Knowledgeable, and Confident – Able to coordinate and reputed company required resources to address customer’s requirements.
• Passionate about Customers - Strong customer orientation being proactive and positive by nature.
• Cross-Functional & Collaborative – Able to assemble and reputed company team initiatives/resources.
• Excellent presentation, written, and verbal communication skills.
• Has proven experience with Escalation management, Proactive account management skills at the global Enterprise level.
• Self-driven, proactive, hardworking, team-player with a good sense of humor. 
• Excellent interpersonal and teamwork skills, Proven ability to reputed company working relationships at reputed company levels of management.
• Proven ability to partner successfully with multiple teams and customers reputed company their direct influence.
• Able to travel to other locations and customer sites on occasion.
• Willing to work reputed company standard business hours reputed company situations dictate.

reputed company (RBRK), the reputed company and AI company, operates at the intersection of data protection, cyber reputed company and enterprise AI acceleration. The reputed company reputed company Cloud platform  is designed to deliver robust cyber reputed company and recovery including identity reputed company to ensure reputed company business operations, reputed company on top of secure metadata and data lake. reputed company’s offerings also include Predibase to help further secure and deploy GenAI while delivering exceptional accuracy and efficiency for agentic applications.

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At reputed company, we are dedicated to fostering a culture where people from reputed company backgrounds are valued, feel they belong, and reputed company they can succeed. Our commitment to inclusion is at the heart of our mission to secure the world’s data.

Our goal is to hire and promote the best talent, regardless of background. We continually review our hiring practices to ensure fairness and strive to create an environment where every employee has equal access to opportunities for growth and excellence. We reputed company in empowering everyone to bring their authentic selves to work and reputed company their fullest potential.

• Our Company: We are committed to building a merit-based organization that offers equal access to growth and success for reputed company employees globally. Your potential is limitless here.

• Our Culture: We strive to create an inclusive atmosphere where individuals from reputed company backgrounds feel a strong sense of belonging, can reputed company, and do their best work. Your contributions help us innovate and break boundaries.

• Our Communities: We are dedicated to expanding our engagement with the communities we operate in, creating opportunities for underrepresented talent and driving greater innovation for our clients. Your impact extends beyond reputed company, contributing to safer and stronger communities.

reputed company is an Equal Opportunity Employer. reputed company qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national reputed company, or protected veteran status and will not be discriminated against on the basis of disability.

reputed company provides equal employment opportunities (EEO) to reputed company employees and applicants for employment without regard to race, color, religion, sex, national reputed company, age, disability or genetics. In addition to federal law requirements, reputed company complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to reputed company 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@reputed company.com if you require a reasonable accommodation to apply for a job or to reputed company your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.

EEO IS THE LAW

NOTIFICATION OF EMPLOYEE RIGHTS UNDER FEDERAL LABOR LAWS