Databricks is hiring a

Senior Manager, Customer Success Strategy and Operations

Remote

Databricks is looking for a motivated Customer Success Strategy and Operations, Senior Manager to join our, Go-to-Market (GTM) team that creates customer success strategy, provides strategic analyses and instills operational thoughtfulness to our successful & fast-growing CS business.

You will use data and qualitative information to help CS/Support Leadership manage the business. You will support essential aspects of our GTM design and annual sales planning process. You will help build our data and analytics foundation including executive reporting, health of business reviews, dashboards, and Indicators. You will work with our CS, Finance, Data, Marketing, Order Ops, and other GTM teams. You will report to the Director of CS Strategy and Ops.

The impact you will have:

  • Be a trusted partner to the CS and Support Leadership by defining, tracking, and implementing goals, programs and strategies that scale
  • Guide annual GTM planning process (FY and long-range modeling, investment Return on investment analysis, HC planning, capacity setting)
  • Design and manage the support ticket forecasting process (FY, long-range, and quarterly modeling)
  • Establish the Support location strategy and build processes in place to ensure we have the right people covering right regions at right time zones
  • Lead executive analyses, strategies, and deliverables (e.g., board materials, QBR)
  • Provide visibility and performance tracking to the business (Operational reviews, rep. efficiency and productivity Indicators, dashboards)
  • Help build our data and reporting foundation
  • Improve operational efficiency by automating and improving processes, and dashboards that scale

Requirements:

  • 10+ years of strategy & operations experience (Investment banking, strategy consulting, FP&A, business operations, Enterprise/Mid-Market SaaS experience)
  • Ability and passion to analyze, set priorities, and solve complex problems
  • Propensity to summarize complex concepts and data and present clear information to executives, teams, and internal customers
  • Data expert: Querying and scoping (SQL, Databricks, BigQuery), analysis (Excel), summarizing (pivot tables, charts, slides, written explanation), reporting (dashboards, repositories)
  • Process expert: Envision E2E process change to solve our needs, drive agreement, document requirements, guide execution in partnership with IT, perform UAT, and report on progress
  • Proficient in BI and sales tools (eg: Salesforce, Tableau, Redash)
  • A fondness for customer service and patience

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
  • Employee Assistance Program (EAP)

About Databricks

Want to help speed the development of medical breakthroughs? Make the next mode of transportation a reality? Or discover ways to reverse climate change? We're on a mission to help data teams solve the world's toughest problems. The opportunity is huge and Databricks has emerged as a leader. Thousands of enterprises — including Comcast, Virgin Hyperloop and H&M — already rely on us to power their businesses and we're just getting started. Now it's your turn - join us to grow your career and make an impact with some of the brightest minds in the industry.

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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