Senior Manager, Global Premier Support

P-1562

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.

The Impact You Will Have

• Hire, onboard, and develop a top-tier team of designated support engineers (DSE)


• Identify and operationalize process improvements to meet or exceed team performance KPIs and create consistently exceptional support experiences


• Partner closely with field, engineering, support, and other cross functional stakeholders within Databricks to ensure seamless post-sales experience and advocate customer needs.


• Contribute to program enhancements and offerings tailored to evolving customer needs


• Coordinate execution and collaborate across customers, accounts teams and regional GTM leadership teams to resolve technical blockers and drive high customer satisfaction


• Conduct internal and external Support Experience QBRs

What We Look For

• 15+ years of industry experience, with at least 7+ years of management experience


• Proven ability to hire and scale high-performing support or field teams, enabling them and helping them grow in larger roles


• Ability to work with strategic customers driving multiple completing priorities


• Preferred 5+ years of Technical experience in Python, Java or Scala-based application development, SQL databases, Linux/Unix systems, or cloud platforms (AWS, Azure, or GCP)


• 5+ years of technical support or field leadership experience managing global technical teams. Open to occasional travel to team locations


• Experience working cross-functionally with other teams such as Sales, Field Engineering, Product Management, and Engineering


• Experience with influencing senior executives and and senior customer leaders


• B.S degree in Computer Science or a related field is required (M.S. preferred)