Senior Manager of Customer Solutions Engineering, dbt Labs

• 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
• Even if your experience doesn’t perfectly align with the job description, we encourage you to apply—we value potential just as much as a perfect resume

Desirable

• Customer support is on the very front-lines of assisting our dbt Cloud customers and we are looking for a Senior 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
• You'll lead and develop a team of Customer Solutions Engineers across the US East, 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

• 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)