Senior Manager, Global Premier Support

Databricks•Mountain View, CA

4d•$144,900 - $234,300

About The Position

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.

Requirements

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 competing priorities
5+ years of technical support or field leadership experience managing global technical teams.
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

Nice To Haves

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)
Open to occasional travel to team locations
(M.S. preferred)

Responsibilities

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