Senior Customer Success Engineer

At Databricks we work on some of the most complex distributed processing systems and our customers challenge us with interesting new big-data processing requirements. Senior Customer Success Engineers at Databricks serve as the trusted technical advisors for our customers. They create value, offer advice, and grow accounts. You will lead technical discussions with data scientists and engineers and then demonstrate the value of Databricks in business discussions with company executives. The goal is to help our customers to become successful and enthusiastic Databricks champions.

You will work directly with customers and leaders on their Data and AI strategy and the execution, thereof in partnership with our internal Business, Sales, Marketing, Field Engineering, Product Engineering, Product Management and wider Customer Success teams. You will assist our customers with tailor-made programs that fit their needs and ensure that we achieve our business and customer success goals. You will directly report to the regional Customer Success lead.

The impact you will have:

• You will manage the entire relationship with our customers throughout their journey (from onboarding through adoption to growth and expansion) with Databricks
• Nurture and cultivate strategic relationships at senior and executive levels within our customers and be the contact between our customers and wider Databricks teams
• Operate as a strategic partner who is integrated into our sales teams to support goals, strategies, plans and actions based on a mutual success plan
• Advise our customers as a technical expert on how best to realise their Data and AI business use cases using the Databricks portfolio of products by having a regular schedule (around enablement, product features and roadmap, executive briefings, QBR's, escalation management)
• Partner with the technical support team to ensure that all support tickets are resolved within each customers service level agreement and manage any customer escalations
• You will focus on achieving the targets on renewal rates, customer satisfaction, expansions, upsells and new opportunities in the assigned accounts

What we look for:

• 8+ years of experience working in customer-facing technical roles
• At least 4 years of experience building customer relationships and managing executive relationships
• 6+ years of experience at a SaaS-company and with cloud architectures
• Programming Languages: Python and SQL
• Develop simple Spark notebooks to analyze customer usage data
• Bachelor's degree in computer science, data science or similar field
• Nice to have: Databricks Certification
• 20 - 30% travel will be required

Benefits

• Private medical, dental and cash refunds for health expenses
• Life, disability and critical illness coverage
• Group personal pension with company contribution
• Equity awards
• Paid parental leave
• Gym reimbursement
• Annual personal development fund
• Work headphones reimbursement
• Business travel accident insurance
• Mental wellness resources