Escalation Manager

2 months ago

Toronto, Canada MongoDB Full time

We have an amazing ‘cutting edge’ product and high profile customers. If you enjoy being the focal point in assessing high impact issues and taking ownership to drive appropriate resources to resolve and follow up, then this role is for you. Our customers love us; this role will give you a chance to grow your business and technical acumen while helping to maintain high levels of customer satisfaction. We will give you the education and tools to be highly proficient with MongoDB, and you will be exposed to numerous Fortune 1000 customers, real world use cases and cutting-edge applications.

The Escalation Manager is a critical role within Technical Services, working internally with our Engineering, Services, Sales and Product Management teams, as well as externally with customers and partners, to coordinate and drive the resolution of critical technical issues. Transparency is key and is achieved by providing timely and accurate updates to senior management regarding active escalations, as well as important detail on the status of the customer account.

We are looking to speak to candidates who are based in Toronto.

Candidate Profile

Our ideal candidate is highly organized, articulate and adept at taking charge of situations while multi-tasking in a fast-paced environment. They have the ability to quickly assess the business impact of an issue and effectively gather the appropriate resources that will drive the issue to resolution. The individual strives to understand the strengths and roles of individuals and cross-functional relationships in our organization, to develop and pursue the best plan of action. This person ensures that the customer’s voice is heard throughout the escalation process, establishes correct expectations, and drives the resolution of the case through effective internal and external communication.

The successful candidate will have enough technical depth to understand how product behavior drives technical escalations. They are able to determine which skill sets are necessary to address and de-escalate the technical crisis, while also understanding the broader impact of the escalation on account health. The ideal candidate will have a background in customer-facing Support or Services, but candidates from a Development, Systems or Database background will also be considered.

Communication skills are central to success in this role, from strong negotiation and objection handling skills to presenting the appropriate level of summary information to different groups during different stages of the escalation, including post-mortem analysis and discussion.

Position Expectations

Responsible for managing a small number of long-running, high-impact escalationsMapping all customer points of contact and their role in the escalationSetting and resetting customer expectations on status and timelinesDetermining, alongside Engineering subject matter experts, who within MongoDB will need to be involved in order to resolve the escalationObtaining the commitment of Engineering and Field leadership to dedicate the agreed-upon resources to the resolution of the escalationOrganizing internal calls with MongoDB personnel to ensure awareness and synchronization of our efforts to resolve the escalationOrganizing customer calls and MongoDB attendance of those callsDetermining the necessary cadence of communication with the escalated customer and ensuring we follow that cadenceEnsuring that our Follow-the-Sun model is effectively and consistently utilized to resolve managed escalationsDeveloping and sending regular (textual) executive summaries to internal stakeholders, including members of the executive team as necessary, until escalation is resolvedEnsuring timely delivery of all MongoDB commitments to customers and internal stakeholders, along with other MongoDB managers, and actively communicating any deliverables that slip scheduleDeliver timely and high quality incident resolution focused on root cause analysis, prevention, and knowledge transfer of learnings from the issueIdentify, manage and record escalation trendsOnsite customer visits as required

Success Measures

The Escalation Manager will be successful in this role by building strong relationships with our strategic clients and in reducing the impact of escalated support cases.

In your first year you will have successfully handled at least ten long-running escalations and received positive feedback on them, documented escalation procedures, developed a list of Subject-Matter-Experts (SMEs) to engage in escalations related to specific product areas. After major escalations, you will run a “post-mortem” review of the escalation to document what we learned and to make ongoing suggestions for improving our related processes, documents, and tools.

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