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MongoDB Manager Escalation Management Canada, Ontario, Toronto 747658865
24.06.2024
Typical responsibilities of the team include:
- 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
- Partnering with managers and engineers within the organization to proactively prevent escalations by aligning the right resource to the right activity at the right time
- Collaborating with the product management and engineering teams to address issues which necessitate attention from those teams (including advocating for feature requests, where appropriate)
- 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
- Prior people management experience
- 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
- Born-in-the-cloud SaaS experience. IaaS or PaaS highly desirable
- Experience producing management dashboards and scorecards using tools like Tableau
- Within 30 days
- Complete our new hire technical training program; be able to speak confidently about our total portfolio of products
- Be able to navigate our core products at a beginner level
- Within 60 days
- Understands our global follow-the-sun processes and escalation processes
- Is able to handle a minor process escalation independently
- 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
- Within 90 days
- Demonstrates ability to handle more complex escalations and emergency situations
- Implements 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 needs
- Conducts an on-site with a marquee customer
- Produces growth plans for the team of escalation managers
- 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
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