Senior Manager, Global Premier Support

CSQ227R21

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 multipl