{"id":1575099,"url":"https://alion.io/job/rubrik-customer-experience-manager-ii","title":"Customer Resilience Manager","company":{"id":1145,"name":"Rubrik","domain":"rubrik.com","url":"https://alion.io/company/rubrik","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"A","score":86,"open_postings":23,"ghost_share":0,"stale_share":0.565,"repost_share":0,"time_to_fill_p50_days":47,"computed_at":"2026-10-15T05:46:00Z"}},"role":"Legal","role_family":"Legal","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Mumbai, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":21000,"max_usd":60000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":2604},"experience_years_min":8,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AI Agents","optional":true},{"name":"Amazon S3","optional":true},{"name":"Azure","optional":true},{"name":"Fine-tuning","optional":true},{"name":"Hyper-V","optional":true},{"name":"LLM Guardrails","optional":true},{"name":"VMWare","optional":true}],"status":"live","first_seen_at":"2026-10-01T03:40:18Z","employer_posted_date":"2026-10-09","last_verified_at":"2026-10-15T02:53:38Z","board_verified":true,"closed_at":null,"days_open":14,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":14},"description":"Customer Resilience Manager\nLocation: Mumbai, India\nShift:EST (5:30 P.M IST- 2:30 A.M IST)\nJob Description\nThe Customer Resilience Manageris a key role within the Customer Support Organization. This role will be responsible for managing specific account(s) experience through strong relationship building and technical knowledge. Works as the POC, driver and customer advocate for major projects and escalations while leveraging cross-functional relationships to maintain and enhance customer confidence in Rubrik as the leader in cloud data management. Goal is to provide an industry leading customer experience for Rubrik customers in both a proactive and reactive manner.\nMain Duties\nBecome familiar with account background, key stakeholders and their expectations of Rubrik.\nResponsible for training customers on how to engage support, file ideas and navigate the support portal.\nIdentifies proactive activities to keep the account(s) in good standing.\nEngages Support and Engineering teams as needed to ensure an optimal Rubrik experience while maintaining positive relationship with support and engineering teams.\nManage escalations and account team expectations around support when needed and builds virtual cross-functional teams to achieve customer satisfaction.\nDrive continuous improvement and lessons learned process that prevents further\nDevelop POC awareness with SE and Account directors and generates weekly reports for customer and support teams.\nResponsible for coordinating, crafting and delivering RCA documents for customers\nUse CRM data to proactively identify accounts and issues that may require focused approach to resolution\n Desired Skills & Experience\nHas proven experience with Escalation management, Proactive management and account management skills\nHas both technical and functional expertise with CRM systems (salesforce preferred)\nHas excellent communications skills, including verbal, written and presentation skills with the ability to write customer facing updates and root cause documents in a way that is clear, simple, and easy to understand.\nQuickly understands the business issues and data challenges of global Customer Support Organizations\nHas experience building and managing virtual cross-functional teams.\n8+ years in support leadership, Escalation management, and or customer facing support technical roles/account management\nEffective relationship and team builder\nStrong technical background in Networking, Storage, Backup and Recovery, Cloud solutions (S3, Azure…), and Hypervisors (VMware, Hyper-V…)\nRequired Storage vendor experience\nProven ability to partner successfully with multiple teams and customers outside their direct influence\nAbility to work effectively with senior management, cross-functional teams, internal customers, external partners, vendors, and end users\nProject/Program management a plus\nRelated BA/BS or advanced degree preferred\nAble to travel to other locations and customer sites on occasion.\nJoin Us in Securing and Accelerating the World's AI Transformation\nRubrik (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. \nLinkedin | X (formerly Twitter) | Instagram | Rubrik.com\nInclusion @ Rubrik\nAt Rubrik, we are dedicated to fostering a culture where people from all backgrounds are valued, feel they belong, and believe they can succeed. Our commitment to inclusion is at the heart of our mission to secure the world’s data.\nOur 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 believe in empowering everyone to bring their authentic selves to work and achieve their fullest potential.\nOur inclusion strategy focuses on three core areas of our business and culture:\nOur Company: We are committed to building a merit-based organization that offers equal access to growth and success for all employees globally. Your potential is limitless here.\n\nOur Culture: We strive to create an inclusive atmosphere where individuals from all backgrounds feel a strong sense of belonging, can thrive, and do their best work. Your contributions help us innovate and break boundaries.\n\nOur 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 Rubrik, contributing to safer and stronger communities.\n\nEqual Opportunity Employer/Veterans/Disabled\nRubrik 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, age, disability, genetic information, protected veteran status, or any other status protected by applicable law. Rubrik provides equal employment opportunities to employees and applicants in all terms and conditions of employment, including recruiting, hiring, promotion, compensation, training, leave, and termination.\nRubrik provides reasonable accommodations to qualified applicants and employees with disabilities in accordance with applicable law. If you need an accommodation to participate in the application process or to perform your job, please contact . Accommodations may include changes to the application process, documents in an alternate format, a sign language interpreter, or specialized equipment.\nEEO IS THE LAW\nNOTIFICATION OF EMPLOYEE RIGHTS UNDER FEDERAL LABOR LAWS","description_format":"text","description_chars":6028,"description_truncated":false,"requirements":{"experience_years_min":8,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"phd","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"India","iso":"IN","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Cloud Security","Backup & Disaster Recovery"],"lifecycle":[{"event":"open","at":"2026-10-01T09:35:05Z"}],"visa":[],"liveness":{"score":63,"band":"ok","label":"Likely open","p_open":1,"p_active":0.632,"p_room":1,"age_days":14,"expected_fill_days":47,"reasons":["conf:2","stale_co","velocity","win:early","comp:brand"],"computed_at":"2026-10-15T05:46:00Z"},"pay":null,"html_url":"https://alion.io/job/rubrik-customer-experience-manager-ii","json_url":"https://alion.io/job/rubrik-customer-experience-manager-ii.json","meta":{"generated_at":"2026-10-15T07:00:25Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":10535,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-16T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1145},"rest":"https://alion.io/mcp/rest/get_company?id=1145"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Frubrik-customer-experience-manager-ii"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Frubrik-customer-experience-manager-ii"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Frubrik-customer-experience-manager-ii"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/rubrik-customer-experience-manager-ii\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Frubrik-customer-experience-manager-ii"}]}