Manager, Named Technical Services Engineer (BB-ED259)
Found in: Expertini Ireland
Description:The database market is extensive (the IDC estimates it to be $89B by 2024!) and MongoDB is at the head of its disruption. The MongoDB community is transforming industries and empowering developers to build amazing apps that people use every day. We are the leading modern data platform and the first database provider to IPO in over 20 years. Join our team and be at the forefront of innovation and creativity. MongoDB is on a mission to become the data platform of the future. Our tens of thousands of customers span every industry and include an incredible portfolio of customers, from household name brands to innumerable next big startups, incubating in our developer-centric ecosystem. We have an incredible opportunity for a transformational leader to join the MongoDB Technical Services team, taking over responsibility for overseeing the Named Technical Services Engineer (NTSE) program in EMEA. NTSE is a premium service offering which partners a team of MongoDBs most knowledgeable engineers with our customers to help ensure sustained success with the MongoDB product portfolio. The responsibilities of an NTSE and the NTSE team all revolve around helping customers confidently scale their usage of MongoDB. Typical activities of the NTSE include Planning for future scale consulting on scale-up and scale-out strategies, assessing new features for potential use, and tuning Providing focal support organizing internal MongoDB resources to ensure high context support across the whole team as well as advocating for the customer with our Engineering and Product teams Managing the unplanned helping ensure the customer is hearing from a familiar voice when they have bump in the night issues which could be negatively impacting their MongoDB deployments A successful NTSE develops a close partnership with our customers to help them make MongoDB the obvious choice for re-platforming existing applications or building new ones The Manager, NTSE is responsible for Providing operational oversight for the delivery of NTSE engagements sold to accounts in EMEA (including delivery of such service in other regions when global NTSE teams are assigned) Maintaining high & consistent quality of service and customer satisfaction Driving NTSE revenue retention, including forecasting and action planning to ensure value confirmation occurs Working with sales and customer success to promote NTSE in net new opportunities as well as existing accounts Maintaining a capacity plan in conjunction with operations to ensure consistent resourcing for NTSE engagements based on sales plan Collaborating with the global NTSE program manager on managing the defined offerings for NTSE and keeping the service catalog up-to-date The Technical Services team is growing quickly. This role will have a significant impact on the success of the global organization, helping to scale-up the NTSE offering as well as other premium services which will be added over time. Team Overview Technical Services has nearly 200 global team members in offices spanning the entire globe. Outstanding customer satisfaction is achieved utilizing a 24x7x365 follow-the-sun support model with regional teams covering the EMEA, Americas, and APAC regions. Required At least six (6) years experience in a highly technical, post-sale role at a software company in either Customer Support or Professional Services Prior experience managing a revenue-generating, customer-facing professional services function or similar Ability to support on-site visits with customers, and competently manage a presentation to a group of up to 30 people Ability to lead by influence, promoting accountability across reporting relationships within Technical Services Desirable Prior work at a database company, or a similar highly concurrent distributed system used in production systems Prior direct people management experience 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 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 Within 60 days Be highly conversant about the NTSE offering including value proposition and delivery approach Begin directly reviewing the health of individual NTSE engagements and plan activities around driving value confirmation Within 90 days Produce and share a training plan for promoting more consistency of NTSE delivery in the EMEA At 120 days and onward Implement a consistent, monthly (or more frequent) NTSE forecasting cadence Begin driving a program for NTSE revenue retention, including early detection of at risk accounts and execution of necessary corrective actions to promote saves Identify new NTSE opportunities from existing customer interactions with Technical Services To drive the personal growth and business impact of our employees, were 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 its like to work at MongoDB, and help us make an impact on the world! MongoDB is an equal opportunities employer.
calendar_today4 days ago
info Full time