Engagement Manager- Retail

CSQ326R411

The Engagement Manager works to establish a deeper partnership with Retail customers by creating a dedicated line of sight to successful architecture and use of the Databricks platform to achieve the best value for our customers. They aim to exceed customer satisfaction expectations throughout the life-cycle, from orchestrating the engagement to vision to delivery and beyond.

The Engagement Manager ensures our customers are making the most value of our products and services by positioning, preparing the delivery, and follow-up of our professional services and training engagements. You will be in a strategic and cross-functional position to partner closely with Sales, Customer Success, Support, and Product Teams on campaigns, programs, and content. In this position, you will report to the Director, Professional Services, working closely with cross-functional teams to deliver excellence at every stage.

The impact you will have:

• Identify opportunities for new services by understanding and addressing potential new use-cases and explaining the business value in the upsell or extension of services.
• You will perform as the Engagement Manager in the assigned area and for meeting/exceeding Professional Services and Training bookings and revenue targets.
• Consult with clients to understand engagement scope, requirements, time, cost, and benefits. You will be responsible for estimating, scoping, and developing the statement of work documents.
• You will work closely with the sales counterpart and engage early in the sales process to understand our customers' needs, their businesses, and how success is defined, ensuring that we exceed expectations in delivery and develop valued solutions.
• You will demonstrate a passion for the job and lead by example by putting Databricks and our customers first to achieve the sales and delivery mission.
• Resolve delivery challenges, address resource contentions, scoping issues and manage expectations.

What we look for:

• 5+ years running a Professional Services and Training Services line of business with a focus on Retail clients.
• 5+ years in customer-facing roles that require a mix of influencing, validating, handling negotiations, understanding and execution.
• Data and AI domain experience working with Retail customers to realize business value through to production implementations.
• Excellent customer-facing skills, including working with Executives and other team members.
• Experience in identifying customer needs and implementing solutions.
• Service delivery and program management skills with the ability to summarize customer success outcomes into well-structured program plans.
• Travel is required up to 25%, more at peak times.