MongoDB's mission is to empower innovators to create, transform, and disrupt industries by unleashing the power of software and data. We enable organizations of all sizes to easily build, scale, and run modern applications by helping them modernize legacy workloads, embrace innovation, and unleash AI. Our industry-leading developer data platform, MongoDB Atlas, is the only globally distributed, multi-cloud database and is available in more than 115 regions across AWS, Google Cloud, and Microsoft Azure. Atlas allows customers to build anywhere—on the edge, on premises, or across cloud providers.We are looking for an Escalation Manager, a critical role within Technical Services, working internally with our Engineering, Services, Sales, and Product Management teams, as well as externally with customers and partners, to coordinate and drive the resolution of critical technical issues.Candidate ProfileOur ideal candidate is highly organized, articulate, and adept at taking charge of situations while multi-tasking in a fast-paced environment. They have the ability to quickly assess the business impact of an issue and effectively gather the appropriate resources that will drive the issue to resolution. This person ensures that the customer's voice is heard throughout the escalation process, establishes correct expectations, and drives the resolution of the case through effective internal and external communication.The successful candidate will have enough technical depth to understand how product behavior drives technical escalations. They are able to determine which skill sets are necessary to address and de-escalate the technical crisis while also understanding the broader impact of the escalation on account health. Communication skills are central to success in this role.Position ExpectationsManage a small number of long-running, high-impact escalationsMap all customer points of contact and their role in the escalationSet and reset customer expectations on status and timelinesDetermine, alongside Engineering subject matter experts, who within MongoDB will need to be involved in order to resolve the escalationObtain the commitment of Engineering and Field leadership to dedicate the agreed-upon resources to the resolution of the escalationOrganize internal calls with MongoDB personnel to ensure awareness and synchronization of efforts to resolve the escalationOrganize customer calls and MongoDB attendance of those callsDetermine the necessary cadence of communication with the escalated customer and ensure adherenceEnsure effective utilization of our Follow-the-Sun modelDevelop and send regular executive summaries to internal stakeholdersEnsure timely delivery of all MongoDB commitments to customers and internal stakeholdersDeliver timely and high-quality incident resolution focused on root cause analysisIdentify, manage, and record escalation trendsOnsite customer visits as requiredSuccess MeasuresThe Escalation Account Manager will be successful in this role by building strong relationships with our strategic clients and in reducing the impact of escalated support cases. In your first year, you will have successfully handled at least ten long-running escalations and received positive feedback on them.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.MongoDB is an equal opportunities employer.
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