Senior Manager, Global Premier Support

Databricks Inc.; Plano (TX); On-site; USD 170,000 - 275,000; Full time

Job summary

Databricks is seeking a Premier Support leader to build and manage a team of Designated Support Engineers delivering white-glove support for enterprise customers. You will hire, mentor, and develop top talent while partnering with GTM, field and product teams to maximize customer satisfaction and minimize time to mitigation for incidents.

You will drive process improvements, coordinate with cross-functional stakeholders, and lead quarterly business reviews to ensure exceptional post-sales

Qualifications

• 15+ years of industry experience with at least 7+ years of management experience.
• Proven ability to hire and scale high-performing teams.
• Experience working cross-functionally with Sales, Field Engineering, Product Management, and Engineering.
• Strong ability to influence senior executives and senior customer leaders.
• Bachelor's degree in CS or related field; MS preferred.

Responsibilities

• Lead and manage a team of Designated Support Engineers (DSE).
• Identify and operationalize process improvements to meet KPIs and enhance support experiences.
• Partner with field, engineering, support, and cross-functional teams to ensure post-sales success.
• Contribute to program enhancements and evolving customer needs offerings.
• Coordinate with customers, accounts teams and regional GTM leadership to resolve blockers and drive satisfaction.

Skills

People management

Hiring & mentoring

Cross-functional collaboration

Executive communication

Education

B.S. in Computer Science or related field

M.S. preferred

Tools

Python

Java/Scala

SQL

Linux/Unix

Cloud platforms (AWS, Azure, GCP)

Job description

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 multiple completing priorities
• 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)
• 5+ years of technical support or field leadership experience managing global technical teams. Open to occasional travel to team locations
• Experience working cross-functionally with other teams such as Sales, Field Engineering, Product Management, and Engineering
• Experience with influencing senior executives and and senior customer leaders
• B.S degree in Computer Science or a related field is required (M.S. preferred).

Pay Range Transparency

Databricks is committed to fair and equitable compensation practices. The pay range(s) for this role is listed below and represents the expected salary range for non-commissionable roles or on-target earnings for commissionable roles. Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to job-related skills, depth of experience, relevant certifications and training, and specific work location. Based on the factors above, Databricks anticipates utilizing the full width of the range. The total compensation package for this position may also include eligibility for annual performance bonus, equity, and the benefits listed above. For more information regarding which range your location is in visit our page here.

Zone 1 Pay Range

$200,000-$275,000 USD

Pay Range Transparency

Databricks is committed to fair and equitable compensation practices. The pay range(s) for this role is listed below and represents the expected salary range for non-commissionable roles or on-target earnings for commissionable roles. Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to job-related skills, depth of experience, relevant certifications and training, and specific work location. Based on the factors above, Databricks anticipates utilizing the full width of the range. The total compensation package for this position may also include eligibility for annual performance bonus, equity, and the benefits listed above. For more information regarding which range your location is in visit our page here.

Zone 3 Pay Range

$170,000-$233,750 USD

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.