Manager,Customer Support 

Location: Bangalore, India

Shift - EMEA

About The Team

Rubrik’s Global Customer Support and Success Organization is a team of professionals committed to providing 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 work closely with cross functional teams to deliver 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 the 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.

About the Job:

The Manager of Customer Support is responsible for all aspects of customer post-sales support to our APAC, EMEA, and NA-based customers and partners. This is a constitutive role in the organization which will require strong business acumen skills to lead people by integrating process and product towards delivering success with an exceptional experience to our global customers. You need to foster an environment of continuous enablement, improvement, and innovation in resolving situations cordially. You will be leading Customer Success Engineers and Senior Customer Success Engineers with exceptional coaching, mentoring, and motivational skills necessary to transform the team into a high-performance team. You would be required to collaborate with all the internal stakeholders to ensure that the activities are performed timely and most effectively. 

What you will Do:

• 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 responsible 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, and drive escalations to positive closure by providing timely status updates 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 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, and 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 humor
• Should be open to work in any shift timing.

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