Engagement Manager

Req CSQ126R67

Mission

Databricks is seeking a Engagement Manager to join our Professional Services and Education team under the Customer Success organization. As a Engagement Manager, you will assure customer success by driving customer satisfaction throughout the services life-cycle for our customers, from orchestrating the engagement to successful delivery and beyond.

The Engagement Manager ensures 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.

Responsibilities:

• Demonstrates a passion for the job and leads 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.

Competencies (Requirements)

• Minimum of 3-5 years running a Professional Services and Education Services line of business.
• 6+ years in Senior customer-facing roles that require a mix of influencing, validating, negotiating, understanding and execution.
• Excellent customer-facing skills and the ability to communicate with Executives as well as other stakeholders both internally and externally.
• Consistent track record of identifying customer needs and successfully implementing solutions.
• Demonstrate strong leadership experience, the ability to enforce good project governance and drive delivery excellence.
• 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.
• Travel is required up to 50%, possibly more at peak times.
• Proven experience in estimating effort and scope for services.
• Outstanding communication and customer relationship skills.

Benefits 

• Medical, dental, vision
• 401k Retirement Plan
• Unlimited Paid Time Off
• Gym reimbursement
• Employee referral bonus program
• Maternity and paternity plans