Escalation Manager
Posted on 3/15/2023
INACTIVE
MongoDB

5,001-10,000 employees

Modern, general-purpose database platform
Company Overview
MongoDB empowers innovators to create, transform, and disrupt industries by unleashing the power of software and data
Locations
Toronto, ON, Canada
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Communications
CategoriesNew
Customer Success & Support
Requirements
  • 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 skill sets 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
Responsibilities
  • 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