Databricks
Manager, Professional Services
To accelerate innovation for its customers by unifying Data Science, Engineering and Business
Customer service and support
Full-time
Office | Sydney, NSW, Australia
Visa sponsorship · No
Mid Level · A role for someone with some well-developed knowledge and skills they can bring to the role and team. Typically within 2-5 years of experience.
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Why Databricks
Today, more than 7,000 organizations worldwide — including ABN AMRO, Condé Nast, H&M Group, Regeneron and Shell — rely on Databricks to enable massive-scale data engineering, collaborative data science, full-lifecycle machine learning and business analytics.
Headquartered in San Francisco, with offices around the world and hundreds of global partners, including Microsoft, Amazon, Tableau, Informatica, Cap Gemini and Booz Allen Hamilton, Databricks is on a mission to simplify and democratize data and AI, helping data teams solve the world’s toughest problems.
About the role
At Databricks, we work on some of the most complex distributed processing and machine learning problems in the world and our customers challenge us daily with interesting new big data and AI use cases. As Manager, Professional Services at Databricks, you will provide strategic leadership for delivering professional services engagements to high-value Databricks customers, helping shape the future big data and machine learning landscape for leading Fortune 500 organisations. You will report directly to the Sr. Manager, Professional Services.In the Manager, Professional Services role, you will be in a people-leadership capacity, responsible for core aspects of building and managing the Resident Solutions Architect team.
Through your oversight and mentorship, this team will guide our largest customers, implementing pipelines spanning data engineering through model building and deployment, plus other technical tasks to help customers get value out of their data with Databricks. Your responsibilities will include hiring and developing the team, and providing oversight of customer projects to ensure they are managed and delivered to target and exacting standards. The impact you will have:
- You will achieve regional team targets for billable utilisation and hiring
- You will partner with account executives, engagement managers and field engineering leaders while guiding Resident Solutions Architects to achieve success with professional services projects with customers
- Help resolve customer issues and escalations on key accounts and ensure delivery excellence for our professional services engagements
- Analyze operational processes, perform training needs assessments and identity opportunities for services delivery improvements and contribution to customers.
- Manage a team of Resident Solution Architects and act in a supportive manager capacity, including handling escalations, mentoring team members, building a career path for the assigned team members.
What we look for:
- 4+ years of management experience managing consultant/delivery teams or solution architects.
- 5+ years individual contributor experience as a hands-on technical solutions architect that will allow you to act in a supportive manager capacity with technical architects that report to you.
- Experience driving software platform adoption in Fortune 500 organisations in markets such as: Finance, Media, Retail, Telco, Energy, and Healthcare.
- Implement a project schedule with experience with customer engagement.
- Experience with Databricks products, Apache Spark™ ecosystem, and/or direct competitors is a plus
What you'll be responsible for
- 👏🏼
Customer Support Team Training
Provide ongoing training, support, and coaching to help customer support teams achieve their goals and objectives
- ⚙️
Customer Support Technology Management
Identify and implement technology to optimize processes and collaboration for customer-facing teams to deliver high-levels of support
- 💼
Customer Support Team Enablement
Collect and analyze customer data to optimize the workflows, operating procedures, and resources to enable support teams
Skills you'll need
- 👥
Collaboration
Works with others by being open, clear in communication and listening to achieve goals
- ✅
Prioritization
Compares and ranks the relative importance &/or urgency of different tasks to identify the best order of actions
- 💡
Problem solving
Identifies problems and develops logical solutions that address the problems
Meet the team
