FEQ424R298

While candidates in the listed location(s) are encouraged for this role, candidates in other locations will be considered.

As a leader on the Self-service team, you will help set Databricks customers up for success through digital experiences and programs.

Reporting to the Self-Service organization in Field Engineering, you will lead the vision, strategy and development of self-service programs. Build the end-to-end self-serve experience and funnel across the user lifecycle. Guide product-led growth best practices.

Together, we'll continue to help our customers become successful and enthusiastic Databricks champions.

The impact you will have

• Take a first-principles approach to user research, experimentation, and analytics to grow the product-led growth self-serve model and meet user's goals.
• Define and scale needle moving journeys in partnership with the self-service journey architects
• Collaborate with product teams to Identify product experiences and enhancements that inspire user adoption
• Develop relationships with partners and executive leadership team across field engineering, product, marketing, sales and other organizations.
• Take a balanced qualitative and experimentation approach build the best user experience across channels
• Manage and launch complex, special projects related to the digital experience, such as using LLM-based chatbots, integrating digital with field teams, and enhancing new product introduction processes
• Build the self-service program infrastructure and metrics to monitor integrated programming across digital and field-led activities
• Be a liaison between Enablement, Marketing and Product w.r.t content and messaging to stay on point with freshness of digital assets, branding and tone
• Define processes that improve the consistency and efficiency of user journeys
• Use data and team member input to define and launch programs and self-serve journeys that enhance the digital experience, such as sales and field hand-off, re-engagement, and newsletter campaigns
• Manage the automated, digital user feedback program e.g voice of customer, listening posts
• Analyze campaign effectiveness and share insights with journey team members
• Design cross-platform programs across acquisition, onboarding, retention and expansion
• Partner with specialized self-service journey architects to personalize the core user experience
• Implement process improvements for the company-wide digital customer experience efforts
• You will become an expert on A/B testing practices and partner with Data Science and Product teams to help establish the experimentation platform

What we look for

• 10 years of B2B work experience
• Expertise in organizing and driving complex projects across multiple teams while building relationships with those teams
• Connect pieces of information to understand broader goals and distill complex topics into clear, prioritized action items
• Experience establishing new processes and driving wins with a fast-changing project and company direction
• Understand the customer journey and how to develop journeys that spark engagement

Benefits

• Comprehensive health coverage including medical, dental, and vision
• 401(k) Plan
• Equity awards
• Flexible time off
• Paid parental leave
• Family Planning
• Gym reimbursement
• Annual personal development fund
• Work headphones reimbursement
• Employee Assistance Program (EAP)
• Business travel accident insurance
• #LI-Remote