Databricks is hiring a

Senior Business Systems Analyst, Customer Success Operations

Remote

While candidates in the listed location(s) are encouraged for this role, candidates in other locations will be considered.

The mission of the Customer Operations team is to drive alignment, operational excellence and scale across the Customer Success Organization. As a Senior Business Systems Analyst on the Customer Operations team, you will manage the business systems, improve adoption and implement system & process improvements for the Customer Success Engineering (CSE) organization. You will report to the Director of Customer Operations.

The impact you will have:

  • Lead the adoption and usage of Customer Success systems and and tools
  • Manage the accuracy of important customer metrics such as health & maturity scorecards and risk indicators
  • Manage Customer Success guides in TaskRay including setup, assignment, control and governance
  • Become a knowledge expert in business systems used by the Customer Success Engineering team including Salesforce.com, TaskRay and TFT (activity tracking)
  • Configure and deploy Salesforce and TaskRay reports and dashboards for multiple levels of the business
  • Manage the delivery of CS Subscriptions
  • Identify gaps and propose improvements to existing policies, system and process frameworks
  • Support the Customer Success Engineers by responding to questions, solving issues, creating user guides and documentation, and delivering hands-on training
  • Monitor system performance, data integrity and user activity to make deploy continuous improvements

What we look for:

  • 5+ years of experience rolling out business process improvement and technical project implementations
  • 2+ years of experience working in Salesforce.com
  • 2+ years experience in Customer Success or Sales Operations at a technology company, with demonstrable experience designing processes and automations in Salesforce.com
  • 3+ years of PSA or Customer Success system administration experience such as Taskray, Financialforce.com, Mavenlink, Clarizen, OpenAir, Gainsight or Totango
  • Advanced MS Excel or Google Sheets skills (charts, pivot, statistics, and advanced functions)
  • Bachelor's in technical or business field or equivalent amount of experience and education

Benefits

  • Comprehensive health coverage including medical, dental, and vision
  • 401(k) Plan
  • Equity awards
  • Flexible time off
  • Paid parental leave
  • Family Planning
  • Gym reimbursement
  • Annual personal development fund
  • Work headphones reimbursement
  • Employee Assistance Program (EAP)
  • Business travel accident insurance

#LI-Remote

COVID-19 Vaccination Requirement

As a federal government contractor, Databricks requires new U.S. employees to be fully vaccinated against COVID-19. Proof of vaccination will be required as a condition of employment. Databricks will make reasonable accommodations based on medical conditions or religious grounds for qualified candidates in accordance with applicable law.

About Databricks

Databricks is the data and AI company. More than 5,000 organizations worldwide — including Comcast, Condé Nast, H&M, and over 40% of the Fortune 500 — rely on the Databricks Lakehouse Platform to unify their data, analytics and AI. Databricks is headquartered in San Francisco, with offices around the globe. Founded by the original creators of Apache Spark™, Delta Lake and MLflow, Databricks is on a mission to help data teams solve the world’s toughest problems. To learn more, follow Databricks on Twitter, LinkedIn and Facebook.

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.

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