Sr. Engagement Manager

Databricks Inc.; Sydney; On-site; AUD 180,000 - 230,000; Full time

Job summary

Databricks is seeking an Engagement Manager to guide customer value realization through the Databricks platform. You will define and orchestrate engagements, manage delivery and follow-up of professional services and training, and partner with Sales, Field Engineering, Partners Support and Product teams to ensure success.

You will lead customer-facing initiatives end-to-end, scope and estimate work, and drive delivery excellence while achieving KPIs.

Qualifications

• Senior customer-facing roles requiring a mix of influencing, validating, negotiating, understanding and execution.
• Excellent customer-facing skills and the ability to communicate with and develop relationships at all levels including executives.
• Consistent track record of identifying customer needs and delivering solutions.
• Demonstrate leadership to enforce governance and drive delivery excellence.
• Strong service delivery and program management skills with the ability to translate outcomes into program plans.
• Proven experience in estimating effort and scope for services.
• Proven experience in meeting KPIs and targets including CSAT, Bookings and Revenue.
• Outstanding communication and customer relationship skills.

Responsibilities

• Demonstrate a passion for the job and lead by example by putting Databricks and customers first to achieve the sales and delivery mission.
• Collaborate with sales, engage early in the process to understand customer needs and ensure delivery success.
• Identify opportunities for new services by addressing potential use-cases and articulating business value.
• Develop commercial models to address budget constraints for success.
• Performs as the Engagement Manager with accountability for meeting KPIs.
• Articulate customer success stories, services offerings, and metrics that demonstrate value.

Skills

Data & AI domain knowledge

Senior customer-facing

Executive communication

Leadership experience

Program management

KPIs & CSAT

Requirements estimation

Stakeholder management

Tools

Databricks platform

Job description

CSQ227R247 The Engagement Manager is responsible for helping customers accelerate value through the adoption of the Databricks platform working with them defining and orchestrating the required engagement to ensure success. As an Engagement Manager, you will ensure that our customers are making the most value of our products and services by positioning, preparing, managing the delivery and follow-up of our professional services and training engagements. This role is a strategic and cross-functional position that will partner closely with Sales, Field Engineering, Partners Support and Product Teams on campaigns, programs, and content. You will report to the Sr. Director, Professional Services The impact you will have:

• Demonstrate a passion for the job and lead by example by putting Databricks and our customers first to achieve the sales and delivery mission
• Collaborate with the sales counterpart and engages early in the sales process to seek to understand our customer's needs, their business, how success is defined, and ensure that we are exceeding expectations in delivery and developing valued solutions
• Identify opportunities for new services by understanding and addressing potential new use-cases and the ability to articulate the business value in the upsell, or extension of services
• Develop commercial models including leveraging Databricks and Partner investment vehicles to help address our customer budgetary constraints for success.
• Performs as the Engagement Manager in the assigned area with full accountability for meeting/exceeding Professional Services and Training KPIs.
• Ability to articulate relevant customer success stories, services offerings, and metrics that demonstrate value to the customer
• Consult with clients to understand and analyze engagement scope, requirements, time, cost and benefits. Responsible for estimating, scoping and developing the statement of work documents as necessary
• Drive resolution of delivery challenges, address resource contentions, scoping issues and manage expectations

What we look for:

• Data and AI domain knowledge and experience working with customers to realise business value through to production implementations
• Proven experience in senior customer-facing roles that require a mix of influencing, validating, negotiating, understanding and execution
• Excellent customer-facing skills and the ability to communicate with and develop strong relationships at all levels including with senior executives both internally and externally
• Consistent track record of identifying customer needs and successfully implementing solutions
• Demonstrate strong leadership experience, the ability to enforce good project governance and drive delivery excellence
• Strong service delivery and program management skills with the ability to synthesize customer success outcomes into well-structured program plans that deliver against such outcomes
• Proven experience in estimating effort and scope for services
• Proven experience in meeting and achieving KPI and targets including CSAT, Bookings and Revenue.
• Outstanding communication and customer relationship skills

About Databricks Databricks is the Data and AI company. More than 20,000 organizations worldwide — including adidas, AT&T, Bayer, Block, Mastercard, Rivian, Unilever, and 70% of the Fortune 500 — rely on the Databricks Data + AI Platform to build and scale data and AI apps, analytics and agents. Headquartered in San Francisco with 30+ offices around the globe, Databricks offers a unified platform that includes Genie, Lakebase, Agent Bricks, Lakeflow, Lakehouse, and Unity Catalog. To learn more, follow Databricks on LinkedIn, X, YouTube, and Instagram. Benefits At Databricks, we strive to provide comprehensive benefits and perks that meet the needs of all of our employees. For specific details on the benefits offered in your region click here. Our Commitment to Diversity and Inclusion At Databricks, we are committed to fostering a diverse and inclusive culture where everyone can excel. We take great care to ensure that our hiring practices are inclusive and meet equal employment opportunity standards. Individuals looking for employment at Databricks are considered without regard to age, color, disability, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socio-economic status, veteran status, and other protected characteristics. Compliance If access to export-controlled technology or source code is required for performance of job duties, it is within Employer's discretion whether to apply for a U.S. government license for such positions, and Employer may decline to proceed with an applicant on this basis alone.