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.

What You'll Do

• 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.
• 
  
• 
  

Skills We're Looking For

• 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.
• 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”.