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    Manager, Technical Account Management - Toronto, ON, Canada - MongoDB

    MongoDB
    MongoDB Toronto, ON, Canada

    1 week ago

    Default job background
    Description
    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. 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.

    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
    Collaborating with the product management and engineering teams to address issues which necessitate attention from those teams (including advocating for feature requests, where appropriate)

    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.

    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
    ~ Experience managing escalations at scale (multiple escalations per week spanning global resources), as well as managing cross-functional response (sales, support, professional services, engineering)
    ~ 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
    ~ Experience producing management dashboards and scorecards using tools like Tableau

    Complete our new hire technical training program; 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
    Implements effective bi-directional communication between the escalation management team and the Americas management team
    Has a roadmap to continue scaling technical knowledge in the product commensurate with role needs
    Conducts an on-site with a marquee customer
    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

    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.
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