Director, Global Premier Support
Director, Global Premier Support
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Job Description
CSQ426R142
While candidates in the listed location(s) are encouraged for this role candidates in other locations will be considered.
As a Director of Premier Support youll be responsible for scaling leading and managing a global team of Designated Support Engineers which deliver white-glove support experiences for Databricks enterprise customers. You will closely partner with go-to-market and product teams to iterate and evolve the program to maximize customer satisfaction and reduce time to mitigation for technical issues and incidents.
The Impact you will have:
- Grow and develop a team of global designated support engineers (DSE)
- Identify and institute process improvements to meet or exceed team performance KPIs and create consistently exceptional support experiences
- Develop 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:
- 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
- 5 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
- B.S degree in Computer Science or a related field is required (M.S. preferred).
Required Experience:
Exec
Employment Type
Full Time
