Strategic Customer Support Specialist

4 semanas atrás


São Paulo, São Paulo, Brasil Databricks Tempo inteiro

Job Summary

Databricks is seeking a highly skilled Strategic Customer Support Specialist to join our team. As a key member of our support organization, you will be responsible for providing high-touch support to our largest strategic accounts.

Key Responsibilities

  • Develop and maintain close relationships with strategic customers
  • Coordinate and prioritize business-critical cases/events
  • Project manage all open support cases on a daily basis
  • Facilitate correspondence with Engineering, Product Team, SMEs, Accounts Teams, and inspire active engagement to ensure forward progress on support cases
  • Directly engage on business-impacting situations and ensure recovery of functionality for the customer
  • Review upcoming customer events and planned production activities to identify potential problems, then plan and implement solutions
  • Successfully engage with Senior Leadership, Technical, and Functional staff to remove roadblocks, address delays, and mitigate issues
  • Own and drive escalated issues blocking production success
  • Effectively use sound business judgment, risk avoidance, and subject matter experts resources to coordinate team efforts to solve problems
  • Carry out regular review of customer cases to identify trends
  • Handle challenging situations in a fast-paced environment
  • Champion and advocate for customers and chair roundtables to ensure close communication and relationship building with key stakeholders
  • Serve on and actively participate in customer steering committee meetings
  • Drive customer self-sufficiency by ensuring customers understand how to engage with the Databricks Support organization and tools
  • Pilot new programs and drive continuous improvement initiatives for production customers
  • Participate in our 24x7 program


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