Managing critical, “seconds matter” production down incidents to rapid closure, ensuring customer confidence is retained and enhanced by a world class experience
Overseeing post-incident root cause analyses, including ongoing continuous improvement in the broader Technical Services organization to reduce the likelihood of recurrence
Collaborating with sales, professional services, customer success and other field teams on addressing issues which may be impeding expansion of product 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 and accelerated defect resolution, where appropriate)
Working cross-functionally to drive continuous improvement, ensuring that from an “outside in” perspective, customers experience MongoDB as a single unified team during an incident
Required
At least ten (10) years experience in a highly technical, post-sale leadership role at a software company in either a Customer Support or Professional Services role
At least (4) years of experience in an Incident Response global leadership role
Experience with implementing whole-company high-severity issue de-escalation patterns that maximize customer experience and company efficiency
Experience sourcing, hiring and developing global teams
Experience with implementing ITIL, Incident Command, and knowledge services
Ability to support virtual and on-site meetings with customers, and competently manage a presentation to a group of up to 30 people who possess varying role levels (from engineers to C-level executives)
Prior global people management experience with a focus on career development in a high-growth, rapidly changing corporate environment
Experience managing escalations at scale (multiple escalations per week spanning global resources), as well as managing cross-functional response (sales, customer success, support, professional services, engineering, product management)
Desirable
Prior experience as a software engineer or DevOps expert is desirable, as MongoDB is a highly technical platform product and successful candidates typically are comfortable with light programming, writing queries, and operating in a command shell
Prior work at a database company, specifically in the NoSQL market, or a similar highly concurrent distributed system used in production architectures
Born-in-the-cloud XaaS experience; IaaS or PaaS highly desirable
Experience producing management dashboards and scorecards using tools like Tableau
Success Measures:
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
Network with Peers across Customer Engineering, Customer Success, Development and Product Management
Conducts listening sessions amongst global leaders about areas for improvement in the escalation management program
Within 60 days
Understands our global follow-the-sun processes and escalation processes
Initiates 1on1s with key stakeholders across field-facing and product development organizations to build cross-functional relationships and maintain consistent communications about escalations current and recently closed (e.g. covering specific account details, strategy, overall wellness of the program)
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
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 global management team
Completes an exhaustive review of the global escalation management function; presents findings to the TS global senior leadership team. Validates potential recommendations with this team
At 120 days and onward
Based on previous, develops first draft of a strategic roadmap for escalation management as a company-wide program; inventories tools, assets and processes, and begins planning requests-for-investment to scale capabilities
Conducts three on-site interviews with enterprise customers who have recently experienced a high-severity (business-impacting) issue, make at least one change to process and/or systems to improve future customer experience
Produces growth plans for the team of regional managers of escalations and their escalation managers