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Manager, Customer Solutions Engineering
Manager, Customer Solutions Engineeringdbt Labs • Murrieta, CA, US
Manager, Customer Solutions Engineering

Manager, Customer Solutions Engineering

dbt Labs • Murrieta, CA, US
[job_card.variable_days_ago]
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  • [job_card.full_time]
[job_card.job_description]

Manager, Customer Solutions Engineering

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

    Salary : We offer competitive compensation packages commensurate with experience, including salary, equity, and where applicable, performance-based pay.

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

    • Equity Stake

    Benefits - dbt Labs offers :

  • Unlimited vacation (and yes we use it!)
  • 401k w / 3% guaranteed contribution
  • Excellent healthcare
  • Paid Parental Leave
  • Wellness stipend
  • Home office stipend, and more!
  • Equity or comparable benefits may be offered depending on the legal limitations

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

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

    • dbt Labs is an equal opportunity employer, committed to building an inclusive team that welcomes diverse perspectives, backgrounds, and experiences. Even if your experience doesn't perfectly align with the job description, we encourage you to applywe value potential just as much as a perfect resume.

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    Manager Customer Solutions Engineering • Murrieta, CA, US

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