GSI Services Program Manager

Overview

Lead a post-sales enablement and service-delivery quality framework for Rubrik's Global System Integrator (GSI) partners, ensuring consistent and successful service delivery from the partners' largest and most complex customers.

What you'll do

• Lead and coordinate a scalable, high-growth engine of post-sales support and professional services GSI engineers.
• Motivate GSI engineers to achieve high Rubrik standards in product knowledge and service quality.
• Build and maintain strong relationships with GSI partners and their Rubrik account teams, acting as primary point of contact for post-sales service issues and escalations.
• Manage a seamless hand-off from sales to services and present to all management levels within the partner and Rubrik organizations.
• Measure and monitor customer satisfaction to ensure managed partners deliver world-class customer services.
• Facilitate and track role-based training and certification for GSIs in partnership with Rubrik University, Rubrik Sales, and Global Customer Success.
• Implement and refine processes for support and professional services delivery, promoting best practices and eliminating friction and inefficiencies.
• Develop and maintain program KPIs, track performance metrics, and prepare regular reports for executive leadership and stakeholders.
• Facilitate Services QBRs and analyze program quality metrics to assess and incent high partner performance, requiring non-performers to improve or exit the program.
• Comprehensively understand partners' go-to-market strategy, global support structure, and service delivery plan, and present partner needs to internal stakeholders as an advocate.
• Provide oversight on partners' open support cases and product gaps to ensure timely resolution and appropriate resourcing within Rubrik.
• Facilitate resolution of customer complaints regarding partner-delivered services.

What you'll need

• Bachelor's degree in Computer Science or related technical field.
• 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.).
• Demonstrated experience working with GSIs or large multi-regional channel partners.
• Ability to quickly understand business issues, data challenges, and 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, including summarizing complex product issues into clear executive summaries.
• Strong project management background with demonstrated success coordinating multiple programs, workstreams, and people toward measurable objectives.
• Highly detail-oriented with strong analytical skills, including hands-on experience analyzing customer data to facilitate data-driven decisions and develop executive presentations.
• 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.

Nice to have

• Advanced degree.
• Cyber Security experience.
• Experience with Salesforce, Atlassian, and Tableau reporting and data.

Details

• Location: Bangalore, India.
• 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.