Senior Manager, Global Premier Support

Databricks • San Francisco, CA

4d

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
• B.S degree in Computer Science or a related field is required

Nice To Haves

• 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 senior customer leaders
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Senior