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Databricks
,
London, Greater London
Customer Success Engineer
Overview
Job Description
Mission As a Customer Success Engineer, you will be responsible for managing the strategic success plan with our customers throughout their entire relationship with Databricks, right from business use case ideation all the way through to business value realisation. By proactively providing thought leadership, delivery and enablement support our CSEs make a real impact for our customers. This is a Data and AI savvy team that apply their technical knowledge and experience to solve the world's toughest data problems. You will work directly with customers who are innovators and category leaders on their Data and AI strategy and the execution thereof in partnership with our business value, 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 in terms of renewal rates, customer satisfaction, expansion, upsell, and new opportunities. The end result is a customer that speaks highly about Databricks and is willing and eager to be a customer reference for us. Outcomes * Nurture and cultivate strategic relationships at senior and executive levels within our customers by identifying. qualifying and delivering quantifiable business value * Operate as a strategic business partner who is fully integrated into our Sales teams in support of their goals, objectives, strategies, plans and actions * Advise our customers as a technical thought leader on how best to realise their Data and AI business use cases leveraging the Databricks portfolio of products and services * Own and run your book of business to ensure that the company goals and objectives continue to be exceeded and that we delight our customers * Proactively manage customer onboarding and the ongoing relationship with our customers throughout their entire relationship with Databricks. * Define, tailor and implement an ongoing cadence with them (product roadmaps, executive briefings, QBR's, escalation management, status calls etc.) * Liaise closely with the technical support team to ensure that all support tickets are resolved within each customers SLA and manage any customer escalations in a proactive manner * Identify and achieve the targets on renewal rates, customer satisfaction, expansions, upsells and new opportunities in the assigned accounts * Work cross-functionally to drive positive business outcomes and improvements in our customer success model and be the single point of contact between our customers and wider Databricks teams Competencies * Experience as a Customer Success Engineer, Lead Customer Success Engineer, or related discipline * Good understanding of the Big Data, Data Analytics and Data Science ecosystem, and in particular how Apache Spark fits into this * Good understanding of cloud-based architectures * Ability to develop simple Spark notebooks to analyse customer usage data * Outstanding communication and customer relationship skills * Excellent organization skills and ability to multitask in a fast-paced startup environment * Demonstrated analytical and problem-solving skills, particularly those that apply to a "Big Data" environment * Some travel required * Bachelor's degree in computer science preferred About Databricks Databricks' mission is to accelerate innovation for its customers by unifying Data Science, Engineering and Business. Founded by the original creators of Apache Spark, Databricks provides a Unified Analytics Platform for data science teams to collaborate with data engineering and lines of business to build data products. Users achieve faster time-to-value with Databricks by creating analytic workflows that go from ETL and interactive exploration to production. The company also makes it easier for its users to focus on their data by providing a fully managed, scalable, and secure cloud infrastructure that reduces operational complexity and total cost of ownership. Databricks, venture-backed by Andreessen Horowitz, NEA and Battery Ventures, among others, has a global customer base that includes Viacom, Shell, and HP. For more information, visit www.databricks.com. Apache, Apache Spark and Spark are trademarks of the Apache Software Foundation.