Digital CS Architect

While candidates in the listed locations are encouraged for this role, we are open to remote candidates in other locations.

Databricks' success depends on building trust and engagement with an ever-growing audience of data scientists and data engineers. We're building out our User Success team to lead awareness and adoption of data engineering, data science, machine learning, and deep learning technologies. These technologies include both popular open source projects (e.g. Delta Lake, MLflow, Koalas) and the Databricks Platform.

We're looking for technical Digital Customer Success Architects with experience in data science and data engineering, who have an experience with building digitized customer engagement programs at scale.

Customer Success Architects at Databricks serve as the trusted technical advisors for our customers. They improve value, offer advice, and grow accounts. At Databricks we work on some of the most complex distributed processing systems and our customers challenge us with interesting new big-data processing requirements. As the complexity grows for both us and our customers, we are looking to our Customer Success Engineers to strategize and lead customers to solutions. This is done with use case discovery, Databricks evangelism, and oftentimes teaching the product to new users.

Digital Customer Success Architects must be ready to increase the work of traditional Customer Service Engineers. You will have technical discussions with data scientists and engineers and demonstrate the value of Databricks in 1-to-many workshops.

The goal is to help our customers to become successful and enthusiastic Databricks champions. Armed with customer insight, a Digital Customer Success Engineer must work with the sales, product, engineering, support, and marketing teams to bring the best of learning, community, and thought-leadership content to each user.

The impact you will have:

• Drive awareness and engagement of Data Engineering (Delta Lake), Machine Learning and Deep Learning capabilities (PyTorch, TensorFlow, Spark MLlib, sklearn, Koalas, etc.), and Machine Learning Lifecycle (e.g. MLflow). You'll position Databricks by establishing yourself as a technical leader and managing the customer journey.
• You will be responsible for conceptualizing, orchestrating, and evolving digital-led user journeys to deliver customer value.
• Design, own and manage the revenue, digital engagement, and product impact of user journeys.
• Build data analyses, machine learning models, and other examples on large-scale data for demonstration and teaching purposes.
• Use your creativity and imagination to build excitement around data engineering, data science, and machine learning technologies. We encourage new approaches and thought-provoking content.
• Partner with Growth PMs, PMMs, and CSE SMEs to personalize user journeys and integrate predictive models in partnership with Data & Eng.
• Collaborate with our content team to curate messages that compel users to complete high-impact actions in the product.
• Partner with our Growth team and build product requirements for digital experiences based on customer research, data analysis, and financial forecasting.
• You will need to build 1-to-many programs to drive customer engagement by building programs aligned to driving awareness of product roadmaps, thematic roundtables, and other strategic adoption initiatives.
• Learn and become a Databricks + Spark expert! Customers will look to you for advice and expertise via programs such as office hours and virtual webinars.
• Strategize and identify new use cases to grow accounts and align them to 1-to-many programs to deliver at scale. Find areas where Databricks can provide the most value to increase renewals.
• Engage with the product team to guide customer requests and establish our roadmap.
• Grow and increase the user engagement of new users to drive faster time to value and accelerated revenue growth at scale.
• Work with the technical support team and other core Databricks teams to ensure that customer requests and escalations are resolved.
• Identify and achieve targets on product engagement, customer satisfaction, expansions, and new opportunities.
• Develop Databricks champions and produce customer references for the marketing team.
• Be a true proponent of customer advocacy.
• You will inspire, mentor, and coach other team members.

What we look for:

• Minimum 4 years of experience working in customer-facing technical roles (in Customer Success, consulting, or related discipline)
• Experience at a SaaS company or with cloud architectures
• Languages: Python, or SQL
• Familiarity with the end-to-end data analytics workflow
• Experience with databases and data warehousing
• Problem-solving skills, those that apply to a 'big data' environment
• Some travel may be involved depending on the customer's needs.
• Bachelor's degree in computer science or related field.

Nice to have:

• Fluency with cloud services such as AWS or Azure
• Fluency with distributed streaming platforms (Kafka, Kinesis)
• Experience working with large-scale data processing services (Hadoop)
• Background in machine learning or working with ML tools and services.

Benefits:

• Comprehensive health coverage including medical, dental, and vision
• 401(k) Plan
• Equity awards
• Flexible time off
• Paid parental leave
• Family Planning
• Gym reimbursement
• Annual personal development fund
• Work headphones reimbursement
• Employee Assistance Program (EAP)
• Business travel accident insurance
• Mental wellness resources