The Engagement Manager assures customer success by driving customer satisfaction throughout the customer success & services life-cycle for our customers, from orchestrating the engagement to successful delivery and beyond.
As an Engagement Manager, you will ensure that our customers are making the most value of our products and services by positioning, preparing, managing the delivery and follow-up of our professional services and training engagements. This role is a strategic and cross-functional position that will partner closely with Sales, Customer Success, Support and Product Teams on campaigns, programs, and content. You will report to the Sr. Director, Professional Services.
The impact you will have:
- Demonstrate a passion for the job and lead by example by putting Databricks and our customers first to achieve the sales and delivery mission
- Collaborate with the sales counterpart and engages early in the sales process to seek to understand our customer's needs, their business, how success is defined, and ensure that we are exceeding expectations in delivery and developing valued solutions
- Identify opportunities for new services by understanding and addressing potential new use-cases and the ability to articulate the business value in the upsell, or extension of services
- Performs as the Engagement Manager in the assigned area with full accountability for meeting/exceeding Professional Services and Training bookings and revenue targets
- Ability to articulate relevant customer success stories, services offerings, and metrics that demonstrate value to the customer
- Consult with clients to understand and analyze engagement scope, requirements, time, cost and benefits. Responsible for estimating, scoping and developing the statement of work documents as necessary
- Drive resolution of delivery challenges, address resource contentions, scoping issues and manage expectations
What we look for:
- Strong fundamental knowledge around Big Data Platforms Implementation from both the technology, operations, and security/governance lenses. Production level experience is preferred
- Proven experience in the following
- Selling services offerings at either implementation, advisory, education, and change management capacity.
- Senior customer-facing roles that require a mix of influencing, validating, negotiating, understanding and execution to both business and technology audiences
- Consistent track record of identifying customer needs and successfully implementing solutions
- Owning projects/programs in agile scrum/kanban delivery methodology as well as waterfall methodology
- Strong problem solving skill about customer’s pain points by using modern technologies
- Excellence in presentation skills, providing proposals that enforces good project governance and drive scalable delivery practices to both internal and external executives.
- High level orchestration skills to align both internal and external stakeholders when proposing large initiatives
- Strong service delivery and program management skills with the ability to synthesize customer success outcomes into well-structured program plans that deliver against such outcomes
- Prior experience in project/program proposal to customers at Consulting, SI, Software/Cloud Vendor is highly preferred
- Bachelors degree in Computer Science or related educational background
Benefits
- Benefits allowance
- Equity awards
- Paid parental leave
- Gym reimbursement
- Annual personal development fund
- Work headphones reimbursement
- Business travel insurance
- Mental wellness resources
