Customer Success Engineer

Job Description

Mission

As a Customer Success Engineer, you will be responsible for managing our customers through their entire lifecycle by proactively offering ongoing care and service. You will ensure that our customers are experiencing the outmost best services available, enabling them to be successful and becoming enthusiastic Databricks promoters. You will assist them with tailor-made programs that fits their needs and ensures that we achieve our business and customer success goals in terms of renewal rates, customer satisfaction, expansion, upsell, and new opportunities. The end result is a customer that speaks highly about Databricks and is willing and eager to be a reference for us.

Outcomes

• Manage the day to day interactions with an assigned number of our customers
• Manage customer onboarding and the ongoing relationship with our customers through their entire lifecycle. Define, tailor and implement an ongoing cadence with them (product roadmaps, executive briefings, QBR’s, escalation management, status calls etc.)
• Liaise closely with the technical support team to ensure that all support tickets are resolved within each customers SLA and manage any customer escalations in a proactive manner
• Identify and achieve the targets on renewal rates, customer satisfaction, expansions, upsells and new opportunities in the assigned accounts
• Be a liaison between our customers and the Databricks teams
• Work cross functions to drive automation and system improvements in our customer engagement processes
• Ensure all communication and activities with the assigned customers are documented in Salesforce and other systems
• Be a true proponent of customer advocacy
• Be a team player and coach other team members as needed

Competencies

• Experience as a Customer Success Engineer, Lead Customer Success Engineer, or related discipline
• Good understanding of Databricks products and the Spark eco-system
• Outstanding communication and customer relationship skills
• Excellent organization skills and ability to multitask in a fast paced startup environment
• Demonstrated analytical and problem solving skills, particularly those that apply to a “Big Data” environment
• Some travel required
• Bachelor’s degree in computer science strongly preferred

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 Viacom, Shell, and HP. For more information, visit www.databricks.com .

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