Manager, Customer Solutions Engineering

About the role:

Customer support is on the very front-lines of assisting our dbt Cloud customers and we are looking for a Manager of our Customer Solutions Engineering team who will be the first line of defense for our Enterprise customers. The person will play a pivotal role in impacting dbt Cloud's usage and increase retention by helping users quickly adopt dbt Cloud within their organizations. 

In this role, you can expect to:

- Lead and develop a team of Customer Solutions Engineers across the APJ regions, ensuring high-quality technical support for enterprise customers.
- Strategize and implement support processes to enhance support operations, facilitating smooth and efficient issue resolution.
- Foster a culture of continuous learning and professional growth within your team, ensuring they are equipped to support the evolving landscape of dbt Cloud and the modern data stack.
- Collaborate with cross-functional teams to enhance customer satisfaction, drive product adoption, and ensure a seamless customer experience.
- Monitor and analyze team performance, providing regular feedback and coaching to improve efficiency and effectiveness.
- Advocate for customers within the organization, ensuring their needs and feedback influence product development and innovation.
- Lead by example, offering hands-on support and guidance to both customers and team members, driving towards excellence in every interaction.

You are a good fit if you have:

- Extensive experience in technical support or engineering, preferably with enterprise-level customers in a SaaS environment.
- A proven track record of building and leading high-performing technical support or engineering teams.
- Exceptional problem-solving skills, with a capacity to handle complex technical issues and provide effective solutions.
- Excellent communication and interpersonal skills, capable of navigating diverse cultural and regional nuances within a global team.
- Adeptness at project and program management, with a keen ability to organize, prioritize, and manage cross-functional projects.

You'll have an edge if you have:

- Experience with analytics engineering tools and processes.
- Familiarity with SQL, including the ability to read, interpret, and write queries.
- A proven background in collaborating with engineering and product teams to build scalable solutions for bug triage and investigation, quantitative product feedback, and communicating “the voice of the customer”.

Compensation & Benefits

• The typical starting salary range for this role is: $203,000 - $246,000 AUD

• Unlimited vacation (and yes we use it!)
• 401k w/3% guaranteed contribution
• Excellent healthcare
• Paid Parental Leave
• Wellness stipend
• Home office stipend, and more!

What to expect in the hiring process (all video interviews unless accommodations are needed):

1. Interview with Talent Acquisition Partner (30 Mins)
2. Interview with Hiring Manager (45 Mins)
3. Take Home Project (typically submission within a week)
4. Project Deep Dive (45 Mins)
5. Team Interviews (4 - 45 Mins rounds with /Cross Collaborators/Leadership)