Customer Engagement Manager

Key Skills

Java Programming, Python Programming, Azure, AWS, Data science techniques, Google Cloud Platform (GCP), AI technology

Job Description

The mission of the Customer Engagement Manager is to drive long-term value and success for Databricks customers by orchestrating exceptional and scalable engagements throughout a customer's lifecycle. The Customer Engagement Manager reports into the Customer Engagement & Advocacy Team within the Customer Success organization.

The ideal candidate thinks holistically about a customer's experience. You will help to define the Self-Service segment experience while coordinating 1:many programs for all customers, including managing our support communications. The best fit is someone who is a gifted project manager who can influence cross-functional teams for collaborative execution, a masterful written communicator to an extremely technical audience, and someone who is willing to jump into new programs to test and iterate based on data. This role partners closely with Marketing and Product Teams on programs, campaigns and content.

Outcomes

• Drive retention and growth in the Self-Service segment
• Manage cross-functional execution of onboarding success and post-onboarding expansion initiatives
• Ensure the success of the Self-Service customer base by analyzing data on what's working and what's needing improvement
• Own the support communications process from intake to editing to execution
• Act as project manager for the creation of new resources needed to scale and the maintenance and improvement of existing resources
• Assist in the development of new and ongoing customer campaigns that guide our customers from one stage of usage sophistication to the next
• Document processes and look for ways to improve efficiency
• Deliver a customer-first experience and always ensure that we are providing valuable engagements that lead a customer to be passionate advocates for Databricks

Competencies

• Bachelor's degree in communications, marketing, business or related disciplines
• B2B work experience in project management, communications, customer success, product marketing, or related areas of focus
• Excellent project management, stakeholder management and interpersonal skills
• Ability to drive multiple projects across different teams simultaneously while maintaining great attention to detail and sensitivity to deadlines and priorities
• Strong written communication and editing skills
• Experience analyzing data to drive decisions
• Positive contributor to team and company culture