GSI Services Program Manager

GSI Service Delivery 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:

• 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.
• 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.
• 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.

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