MongoDB Escalation Manager 

Ireland, Dublin 

613882988

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

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.