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Manager, Escalation Management

Toronto
Management

The worldwide data management software market is massive (According to IDC, the worldwide database software market, which it refers to as the database management systems software market, was forecasted to be approximately $82 billion in 2023 growing to approximately $137 billion in 2027. This represents a 14% compound annual growth rate). At MongoDB we are transforming industries and empowering developers to build amazing apps that people use every day. We are the leading developer data platform and the first database provider to IPO in over 20 years. Join our team and be at the forefront of innovation and creativity.

We have an incredible opportunity for a transformational leader to join the MongoDB Technical Services team, leading the escalation management function for the Americas. This will be a player-coach role that oversees the team that ensures our customers and prospects are able to successfully run MongoDB at scale and helps them navigate any “bumps in the road” they may encounter.

We are looking to speak to candidates who are based in Toronto, Canada for our hybrid working model.

Typical responsibilities of the team include:

  • Managing critical, “seconds matter” production down incidents to rapid closure
  • Overseeing post-incident root cause analyses, including ongoing continuous improvement in broader Technical Services organization to prevent future recurrence
  • Collaborating with sales, customer success and other field teams on addressing issues which may be impeding expansion of use within an account
  • Partnering with managers and engineers within the organization to proactively prevent escalations by aligning the right resource to the right activity at the right time
  • Collaborating with the product management and engineering teams to address issues which necessitate attention from those teams (including advocating for feature requests, where appropriate)

This is a role with a tremendous amount of customer interface. Our customers are the best and brightest in the business and they have great expectations of our products and our company. If you are the type of person who enjoys helping customers, managing complex and fast-moving situations, and being celebrated for “saving the day,” this is the job for you. 

Required

  • 8+ years experience in a highly technical, post-sale role at a software company in either a Customer Support or Professional Services role
  • Ability to support on-site visits with customers, and competently manage a presentation to a group of up to 30 people
  • Prior people management experience
  • Experience managing escalations at scale (multiple escalations per week spanning global resources), as well as managing cross-functional response (sales, support, professional services, engineering)

Desirable

  • Prior experience as a software engineer is desirable, as MongoDB is a highly technical product and successful candidates typically are comfortable programming, writing queries, and operating in a command shell
  • Prior work at a database company, specifically in the NoSQL space, or a similar highly concurrent distributed system used in production architectures
  • Born-in-the-cloud SaaS experience. IaaS or PaaS highly desirable
  • Experience producing management dashboards and scorecards using tools like Tableau

Success Measures:

  • Within 30 days
    • Complete our new hire technical training program; be able to speak confidently about our total portfolio of products
    • Be able to navigate our core products at a beginner level
  • Within 60 days
    • Understands our global follow-the-sun processes and escalation processes
    • Is able to handle a minor process escalation independently
    • Begin conducting regular 1on1s with staff of escalation managers as well as other managers within Technical Services
    • Conducts listening sessions amongst global leaders about areas for improvement in the escalation management program
  • Within 90 days
    • Demonstrates ability to handle more complex escalations and emergency situations
    • Implements effective bi-directional communication between the escalation management team and the Americas management team
  • At 120 days and onward: 
    • Has a roadmap to continue scaling technical knowledge in the product commensurate with role needs
    • Conducts an on-site with a marquee customer
    • Produces growth plans for the team of escalation managers
    • Begins production of a strategic roadmap for escalation management as an overall program; inventories tools and assets and begins planning requests-for-investment to scale capabilities

To drive the personal growth and business impact of our employees, we’re committed to developing a supportive and enriching culture for everyone. From employee affinity groups, to fertility assistance and a generous parental leave policy, we value our employees’ wellbeing and want to support them along every step of their professional and personal journeys. Learn more about what it’s like to work at MongoDB, and help us make an impact on the world!

MongoDB is committed to providing any necessary accommodations for individuals with disabilities within our application and interview process. To request an accommodation due to a disability, please inform your recruiter.

MongoDB is an equal opportunities employer.

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