MongoDB Manager Premium Services 

Canada, British Columbia, Vancouver 

388901949

• Lead a distributed, regional team of Technical Account Managers and Named Technical Services Engineers, taking full ownership of their success, engagement, and professional growth
• Actively recruit, interview, and hire top-tier technical talent. You will set a high bar for excellence and embrace the power of differences to build a diverse, inclusive, and high-performing team that reflects our core values
• Provide continuous, dedicated mentorship and coaching. You will leverage and evolve our job matrix to create clear, actionable development plans, guiding each team member's growth and ensuring they have a clear path to achieving their career aspirations

• Champion and instill the TAM "Fundamental Principles"—Context, Frictionlessness, Comprehensiveness, Efficiency, and Empathy—across your team, ensuring these principles guide every customer interaction and deliver a consistent, world-class experience
• Drive operational rigor across the TAM focus areas: Issues, Initiatives, Product, GTM, and Operations. You will ensure your team effectively balances day-to-day problem solving with the execution of long-term, strategic initiatives that drive account progress
• Create a culture of accountability by setting high standards and clear performance expectations. You will inspect outcomes often, provide regular and constructive feedback, and ensure your team is relentless in its pursuit of meaningful impact and delivering on commitments

• Serve as the primary leadership point of contact for customer escalations within your portfolio. You will manage high-pressure situations with a calm, authoritative presence that de-escalates tension, embraces adversity as an opportunity for growth, and engenders trust with both internal and external stakeholders
• Partner closely with regional Sales and Customer Success leaders to align on account strategy, proactively identify and mitigate technical risks, and contribute to the overall health and commercial success of the GTM motion
• Synthesize cross-customer insights, emerging technical risks, and strategic opportunities from your team's engagements. You will act as a powerful and credible voice for our most important customers, providing strategic feedback to Product Management and Engineering leadership to influence the platform's direction

• Proven experience in management and leadership, with a palpable passion for building, mentoring, and growing small to mid-sized technical teams in a rapidly evolving environment
• A leadership philosophy that is centered on the belief that a team's well-being and success is a leader's primary metric
• Genuine desire to develop your people, with demonstrated experience in performance management, career coaching, and creating an inclusive environment where every team member feels valued and is set up for success

• Exceptional communication skills, both written and verbal, with a practiced ability to communicate with clarity
• Ability to deliver messages to diverse audiences, from deeply technical engineers to line-of-business stakeholders and C-level executives
• Experience acting as a trusted, collaborative partner to GTM and Sales counterparts, with an ability to read, understand, and contribute to strategic account plans

• Strong diagnostic and troubleshooting process and your ability to think on your feet, remain calm under pressure, and solve problems in real-time
• Able to present a commanding presence during escalated situations, reducing anxiety through calm, authoritative technical leadership
• Highly focused on outcomes and are obsessed with comprehensiveness, driving your team to ensure No Issue Left Behind and that tricky cases are pursued holistically through to a complete and final resolution

• Strong technical background and deep credibility in one or more core domains, such as software development, application design, systems administration, or database architecture
• While you don't need to be the foremost expert on every topic, you must have the technical depth to guide a team of specialists and earn their respect
• Be insatiably curious, never stop learning, and have the ability to quickly understand and communicate about complex customer workloads, use cases, and architectures

• Lead with Empathy, always assuming good intent and working to understand the diverse perspectives of your team, your cross-functional partners, and your customers
• Intellectually Honest, embracing reality and encouraging different points of view, even when they disconfirm your own beliefs
• Engender trust by leading with humility, admitting mistakes, and welcoming honest, constructive feedback as a tool for growth

• Experience managing globally distributed or remote-first teams
• Direct experience building or scaling a Technical Account Management, Premium Support, or Customer Success Engineering function within an enterprise software company
• Deep familiarity with consumption-based or SaaS business models and the associated customer success motions
• Hands-on experience using or managing MongoDB in a large-scale production environment
• Familiarity with the modern enterprise technology landscape, including containerization and orchestration (e.g., Kubernetes), CI/CD tools, and major cloud service platforms (AWS, Azure, or GCP)
• Experience managing development projects or contributing to the creation of internal technical tooling and documentation

You will have completed our comprehensive leadership onboarding, built strong, trusting relationships with each of your direct reports, and established a deep understanding of your team's customer portfolio, key initiatives, and active risks. You will have established your operating rhythm for team meetings, 1:1s, and performance feedback.

You will be confidently managing your team's workflow and performance, providing regular, insightful coaching based on the TAM Competency Framework. You will be effectively managing customer escalations and will have established yourself as a trusted, proactive partner to your peers in Sales, Customer Success, and Professional Services.