Strategic Customer Support Specialist
4 semanas atrás
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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