Senior Manager, Global Premier Support
Job Description
<p data-pm-slice="1 1 []">CSQ227R21</p> <p data-renderer-start-pos="1800">As a leader within the Premier Support team at Databricks, you’ll be responsible for leading and managing a team of Designated Support Engineers which deliver white-glove support experiences for Databricks’ enterprise customers. You will be hiring, mentoring, and developing a team of strong customer technical advocates while closely partnering with go-to-market, field and product teams to deliver the best support experience to maximize customer satisfaction and reduce time to mitigation for technical issues and incidents.</p> <p data-renderer-start-pos="2006"><strong data-renderer-mark="true">The impact you will have: </strong></p> <ul class="ak-ul" data-indent-level="1"> <li> <p data-renderer-start-pos="2289">Hire, onboard, and develop a top-tier team of Designated Support Engineers (DSE)</p> </li> <li> <p data-renderer-start-pos="2302">Identify and operationalize process improvements to meet or exceed team performance KPIs and create consistently exceptional support experiences</p> </li> <li> <p data-renderer-start-pos="2315">Partner closely with field, engineering, support, and other cross functional stakeholders within Databricks to ensure seamless post-sales experience and advocate customer needs.</p> </li> <li> <p data-renderer-start-pos="2328">Contribute to program enhancements and offerings tailored to evolving customer needs</p> </li> <li> <p data-renderer-start-pos="2341">Coordinate execution and collaborate across customers, accounts teams and regional GTM leadership teams to resolve technical blockers and drive high customer satisfaction</p> </li> <li> <p data-renderer-start-pos="2354">Conduct internal and external Support Experience QBRs</p> </li> </ul> <p data-renderer-start-pos="2367"><strong data-renderer-mark="true">What we look for:</strong></p> <ul class="ak-ul" data-indent-level="1"> <li> <p data-renderer-start-pos="2649">15+ years of industry experience, with at least 7+ years of management experience</p> </li> <li> <p data-renderer-start-pos="2665">Proven ability to hire and scale high-performing support or field teams, enabling them and helping them grow in larger roles</p> </li> <li> <p data-renderer-start-pos="2681">Ability to work with strategic customers driving multiple completing priorities</p> </li> <li> <p data-renderer-start-pos="2697">Preferred 5+ years of Technical experience in Python, Java or Scala-based application devel