Senior Manager, Global Premier Support

CSQ227R21

As a leader within the Premier Support team at Databricks youll 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).