Senior Manager - Enterprise Customer Success

Job Description

Mission

Build and scale a team of Customer Success Engineers with post sales ownership of committed customers. Ensure customers derive maximum value and utilization from our technology and services such that they renew, expand and become marketplace champions.

Outcomes

• Build and develop a high-performing CSE team
  • Lead, manage, and mentor a team of technical Customer Success Engineers to achieve customer, company, and team goals
  • Assign accounts and distribute work across individuals for optimal customer coverage and team balance.
  • Set expectations on performance and give feedback through regular 1:1’s and biannual performance reviews
  • Cultivate team trust through compassion and approachability
  • Inspire the team to be customer obsessed by understanding customer objectives, their use cases, and Databricks technology
  • Continuous enablement
• Drive value for customers by helping them achieve their business and technical outcomes
  • Be a champion for customers within the cross-functional teams at Databricks
  • Keep your Databricks product knowledge up-to-date and ensure customers are educated about relevant features
  • Drive the business value delivered through running a BVR(Business value realized) session
  • Drive key initiatives such as exec sponsorship and executive business reviews with customers
  • Assist your team to develop and execute joint success plans for all customers
• Achieve renewal and expansion targets
  • Achieve gross and net retention targets by overseeing team execution and partnering with cross organization teams.
  • Lead team activities to monitor customer progress, forecast growth, and escalate for assistance when needed
  • Promote adoption of Databricks within your customers
  • Participate in development and execution of growth plans for strategic customers, and get well plans for customers who aren’t thriving.
• Operationalize and improve processes and documents
  • Ensure the team maintains accurate and timely customer information in Salesforce and other systems
  • Ensure smooth account transitions between CSE’s
  • Oversee escalations from direct reports and follow the escalation process
  • Collaborate with cross functional teams to mitigate customer risk; help your team to secure necessary assistance
  • Continuously provide input to scale and improve internal processes as well as customer success service offerings

Competencies

• Proven leadership managing, and mentoring a team of technical Customer Success Engineers to achieve customer, company, and team goals
• Knows and drives programs, plans, documentation.
• Has knowledge of and has managed in the big data space.
• Team player who will work with other teams (Sales, PM,CS) to mitigate customer risk & help team to secure necessary assistance
• Understands, tracks and improves NRR/GRR through success/consumption/get well plans, use case discovery, escalations and forecasting

Qualifications

• 5+ years of successful experience delivering customer success programs, leading a technical team, and driving net retention
• Familiarity with Spark and Databricks
• Well versed in AWS or Azure cloud solutions
• Minimum 3 years individual contributor experience as a CSM or related customer-facing discipline that will enable you to act as a player-coach with CSEs who report to you
• Experience developing a team across a region
• Proven successful record managing customer engagements
• Demonstrated analytical and problem solving skills, particularly those that apply to a “Big Data” environment
• Outstanding communication, presentation, and customer relationship skills
• Proven ability to manage competing priorities in a fast-paced environment
• Excellent organization and analytical skills
• Some travel required

Additional preferred qualifications

• Experience with business value consulting, driving renewals and upsells in accounts
• Good understanding of Databricks products and experience with the Spark ecosystem
• Experience translating customer business requirements into customer project plans
• Experience using CRM systems, preferably Salesforce
• Software engineering experience
• Bachelor’s degree in computer science strongly preferred
• Experience with Big Data technologies, including Spark, AI, data science, Hadoop, Cassandra, and others.
• Conversant with business issues and use cases in different industries

Benefits

• Medical, dental, vision
• 401k Retirement Plan
• Unlimited Paid Time Off
• Catered lunch (everyday), snacks, and drinks
• Gym reimbursement
• Awesome coworkers
• Family Planning
• Maternity and paternity plans

About Databricks

Databricks’ mission is to accelerate innovation for its customers by unifying Data Science, Engineering and Business. Founded by the original creators of Apache SparkTM, Databricks provides a Unified Analytics Platform for data science teams to collaborate with data engineering and lines of business to build data products. Users achieve faster time-to-value with Databricks by creating analytic workflows that go from ETL and interactive exploration to production. The company also makes it easier for its users to focus on their data by providing a fully managed, scalable, and secure cloud infrastructure that reduces operational complexity and total cost of ownership. Databricks, venture-backed by Andreessen Horowitz, NEA and Battery Ventures, among others, has a global customer base that includes Salesforce, Viacom, Shell, and HP. For more information, visit www.databricks.com .

Apache, Apache Spark and Spark are trademarks of the Apache Software Foundation .