Senior Manager, Global Premier Support

Job Description

P-1562

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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 \n

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• Hire, onboard, and develop a top-tier team of designated support engineers (DSE)
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• Identify and operationalize process improvements to meet or exceed team performance KPIs and create consistently exceptional support experiences
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• Partner closely with field, engineering, support, and other cross functional stakeholders within Databricks to ensure seamless post-sales experience and advocate customer needs.
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• Contribute to program enhancements and offerings tailored to evolving customer needs
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• Coordinate execution and collaborate across customers, accounts teams and regional GTM leadership teams to resolve technical blockers and drive high customer satisfaction
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• Conduct internal and external Support Experience QBRs
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What We Look For \n

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• 15+ years of industry experience, with at least 6+ years of management experience
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• Proven ability to hire and scale high-performing support or field teams, enabling them and helping them grow in larger roles
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• Ability to work with strategic customers, driving multiple competing priorities
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• 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)
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• 5+ years of technical support or field leadership experience managing global technical teams. Open to occasional travel to team locations
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• Experience working cross-functionally with other teams such as Sales, Field Engineering, Product Management, and Engineering
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• Experience with influencing senior executives and and senior customer leaders
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• B.S degree in Computer Science or a related field is required (M.S. preferred)
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