Manager, Customer Solutions Engineering

📋 Description

• • dbt Labs is at the forefront of the analytics engineering revolution, empowering data teams worldwide to transform raw data into reliable, actionable insights. As a pioneer in this space, we've evolved from an open-source project to the leading analytics engineering platform, now serving over 90,000 teams weekly and supporting more than 5,400 enterprise customers, including industry giants like AstraZeneca, Sky, Nasdaq, Volvo, JetBlue, and SafetyCulture. With over $100 million in ARR, our growth is fueled by a passionate, global team committed to innovation and empowering data practitioners.
• • We are seeking a dynamic and experienced Manager, Customer Solutions Engineering to join our remote team in Australia. This pivotal role is crucial for enhancing customer adoption and retention of dbt Cloud, acting as the primary technical point of contact for our enterprise clients. You will be instrumental in ensuring our customers derive maximum value from the dbt platform, solidifying their trust and driving long-term success.
• • Your leadership will directly impact the success of our APJ-based Customer Solutions Engineering team. You will be responsible for their professional development, technical proficiency, and overall performance, fostering an environment of continuous learning and high achievement. This includes setting clear objectives, providing regular feedback, and implementing coaching strategies to elevate the team's capabilities.
• • A core aspect of this role involves strategizing and implementing robust support processes. You will analyze existing workflows, identify areas for improvement, and introduce best practices to streamline issue resolution, enhance operational efficiency, and ensure a consistently high-quality support experience for our enterprise customers.
• • You will champion the voice of the customer within dbt Labs. By closely monitoring customer feedback, identifying trends, and advocating for their needs, you will play a key role in influencing product development, roadmap prioritization, and innovation. This ensures that our product evolution remains aligned with the real-world challenges and aspirations of our user base.
• • Collaboration is key. You will work closely with Product Management, Engineering, Sales, and Customer Success teams to ensure a cohesive and exceptional customer journey. This cross-functional partnership will be vital for driving product adoption, resolving complex technical challenges, and proactively addressing customer needs.
• • Leading by example, you will provide hands-on technical guidance and support to your team and, when necessary, directly to customers. Your deep understanding of technical issues and your ability to articulate solutions clearly will be invaluable in resolving critical incidents and building customer confidence.
• • This role requires a strategic thinker with a proven ability to manage complex projects and programs. You will be responsible for organizing, prioritizing, and executing initiatives that improve our support operations, enhance customer satisfaction, and contribute to the overall growth and success of dbt Labs.
• • You will foster a culture of continuous learning and professional development within your team, ensuring they remain at the cutting edge of analytics engineering, dbt Cloud capabilities, and the broader modern data stack. This commitment to growth will empower your team to tackle evolving technical challenges and provide world-class support.
• • By focusing on customer success and technical excellence, you will directly contribute to increasing dbt Cloud usage and improving customer retention rates. Your efforts will ensure that our enterprise clients are not just users, but advocates of the dbt platform, recognizing its indispensable value in their data strategies.
• • This is an opportunity to lead a critical function within a rapidly growing, category-defining company. You will have a significant impact on our customer relationships, product development, and overall business trajectory, all while working remotely in a supportive and innovative environment.
• • You will be expected to develop and mentor your team, fostering a collaborative and high-performance culture. This includes performance management, career development planning, and ensuring the team has the resources and training needed to excel.
• • Proactively identify and address potential issues before they impact customers, leveraging your team's expertise and cross-functional collaboration to implement preventative measures and continuous improvements.
• • Contribute to the development and refinement of our knowledge base, documentation, and support resources, ensuring that customers and internal teams have access to accurate and comprehensive information.
• • Stay abreast of industry trends, competitive landscapes, and emerging technologies within the data analytics and AI space to ensure dbt Labs remains a leader and our support offerings are best-in-class.