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Manager, Escalation Management

4 months ago

Toronto, Canada MongoDB Full time

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 closureOverseeing post-incident root cause analyses, including ongoing continuous improvement in broader Technical Services organization to prevent future recurrenceCollaborating with sales, customer success and other field teams on addressing issues which may be impeding expansion of use within an accountPartnering with managers and engineers within the organization to proactively prevent escalations by aligning the right resource to the right activity at the right timeCollaborating 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 roleAbility to support on-site visits with customers, and competently manage a presentation to a group of up to 30 peoplePrior people management experienceExperience 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 shellPrior work at a database company, specifically in the NoSQL space, or a similar highly concurrent distributed system used in production architecturesBorn-in-the-cloud SaaS experience. IaaS or PaaS highly desirableExperience 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 productsBe able to navigate our core products at a beginner level Within 60 days Understands our global follow-the-sun processes and escalation processesIs able to handle a minor process escalation independentlyBegin conducting regular 1on1s with staff of escalation managers as well as other managers within Technical ServicesConducts 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 situationsImplements 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 needsConducts an on-site with a marquee customerProduces growth plans for the team of escalation managersBegins 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