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The most popular database for modern apps

Escalation Manager

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We have an amazing ‘cutting edge’ product and high profile customers. If you enjoy being the focal point in assessing high impact issues and taking ownership to drive appropriate resources to resolve and follow up, then this role is for you. Our customers love us; this role will give you a chance to grow your business and technical acumen while helping to maintain high levels of customer satisfaction. We will give you the education and tools to be highly proficient with MongoDB, and you will be exposed to numerous Fortune 1000 customers, real world use cases and cutting-edge applications.

The Escalation Manager is 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. Transparency is key and is achieved by providing timely and accurate updates to senior management regarding active escalations, as well as important detail on the status of the customer account.

Team Description

Technical Services has over 200 team members in offices including New York, Austin, Palo Alto, Dublin, Sydney, Delhi, Tel Aviv and Buenos Aires. Outstanding customer satisfaction is achieved utilizing a 24x7x365 ‘follow-the-sun’ support model with regional teams covering North America, EMEA, and APAC regions.

Candidate Profile

Our 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. The individual strives to understand the strengths and roles of individuals and cross-functional relationships in our organization, to develop and pursue the best plan of action. 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 skillsets are necessary to address and de-escalate the technical crisis, while also understanding the broader impact of the escalation on account health. The ideal candidate will have a background in customer-facing Support or Services, but candidates from a Development, Systems or Database background will also be considered.

Communication skills are central to success in this role, from strong negotiation and objection handling skills to presenting the appropriate level of summary information to different groups during different stages of the escalation, including post-mortem analysis and discussion.

Position Expectations

  • Responsible for managing a small number of 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

Success Measures

The 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, documented escalation procedures, developed a list of Subject-Matter-Experts (SMEs) to engage in escalations related to specific product areas. You will also be involved in developing a training plan for new hires into the Escalation Manager role. After each escalation, 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.

To drive the personal growth and business impact of our employees, we’re committed to developing a supportive and enriching culture for everyone. From employee affinity groups, to fertility assistance and a generous parental leave policy, we value our employees’ wellbeing and want to support them along every step of their professional and personal journeys. Learn more about what it’s like to work at MongoDB, and help us make an impact on the world!

MongoDB, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Palo Alto • Vancouver
Job type
Visa sponsorship
Not Available

Work and life blended

"Balance" makes work and life sound mutually exclusive. We prefer blending the two into a perfect Work/Life smoothie, packed with the richness of an employee centric office, and the health benefits of unlimited personal flexibility.

Family support

At MongoDB, we have several programs that support our employees’ families, like a generous parental leave policy, and a back-up care program for family members.

Flexible pto

Our flexible PTO ethos is applied globally to ensure employees take time to refresh, relax, and unwind. This policy is based on mutual trust and communication between every employee and their manager.

Work it out at work

What's better than yoga? FREE yoga! We offer our people plenty of opportunity to stretch it out and let it breathe in a variety of classes.

We encourage development & support fun

We equip our people with ample training, resources, and support to pave their own path, but also the autonomy to plan and host in-office events like wine tastings, game nights, and our very own version of Oktoberfest, just to name a few.

When you walk with us, you walk tall

We believe in free expression, respect and inclusion, and always having each other's backs. Work at MongoDB, and you get to mix with cool, diverse people who keep it real every day, and build together.

Employee affinity groups

It’s important for us to embody our values, especially when it comes to “Embracing the Power of Differences,” one of our core company values. MongoDB affinity groups support our larger commitment to a diverse and inclusive community.

Global mobility

MongoDB is a global company with 40+ offices around the world! Each MongoDB employee has the opportunity to expand their personal and professional experiences and may have the option to relocate to another office depending on their role.

MongoDB at a glance

The most popular database for modern apps

MongoDB focuses on SaaS, Cloud Computing, Open Source, Databases, and PaaS. Their company has offices in New York City, San Francisco, New York, Austin, and Chicago. They have a very large team that's between 1001-5000 employees. To date, MongoDB has raised $306.1M of funding; their latest round was closed on March 2018.

You can view their website at or find them on Twitter, Facebook, and LinkedIn.

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