Manager, Named Engineers at MongoDB

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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 an entrepreneurial leader to join the MongoDB Technical Services team, taking over responsibility for leading all aspects of the Named Technical Services Engineer (NTSE) program in EMEA. NTSE is a premium service offering which partners a team of MongoDB’s most knowledgeable engineers with our customers to 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: Providing guidance on scale-up and scale-out strategies, assessing new features for potential use, and tuning
  • Providing focal support: coordinating 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.
  • Handling 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 thems make MongoDB the obvious choice for re-platforming existing applications or building new ones for the customer.

The Manager, NTSE is responsible for
  • Providing operational oversight for the delivery of NTSE engagements sold to accounts in the Americas (including delivery of such service in other regions when global NTSE teams are assigned)
  • 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 handling 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 distributed team members in offices spanning the entire globe. The Americas team has offices in New York City, Austin, Palo Alto, Toronto, Vancouver, and Buenos Aires. Outstanding customer happiness is achieved utilizing a 24x7x365 ‘follow-the-sun’ support model with regional teams covering the Americas, EMEA and APAC regions.

Required
  • At least eight (8) years experience in a highly technical, post-sale role at a software company in either Customer Support or Professional Services
  • Prior experience leading a revenue-generating, customer-facing professional services function or similar
  • Ability to support on-site visits with customers, and competently run 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, specifically in the NoSQL space, within a SaaS organisation or a similar highly concurrent distributed system used in production architectures.
  • Prior direct people management experience.
  • Prior experience as a software engineer is desirable, as MongoDB is a very 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; ability to speak expertly 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 vital corrective actions to promote saves
  • Identify new NTSE opportunities from existing customer interactions with Technical Services

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.

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Technology we use

  • Engineering
    • MongoDBDatabases

Location

3711 S MoPac Expy, Austin, TX 78735

An Insider's view of MongoDB

How would you describe the company’s work-life balance?

MongoDB selects intelligent and capable individuals who are motivated to capitalize on the massive opportunity in front of us. Although we are chasing this opportunity, there is incredible work-life balance in the form of numerous team outings and a flexible PTO policy.

Chris

Corporate Account Executive Manager

What does your typical day look like?

On a typical day, I work on new accounts, renewals, and meet with prospects. I speak with executives and developers about their applications and get to be at the forefront of the newest technologies! It's great to work for a business that your clients love. We get the best support from our leaders and training to keep us sharp on our skills.

Jessica

Corporate Account Executive

How does the company support your career growth?

MongoDB has grown exponentially over the past few years and as a result, there are numerous opportunities for career advancement. To keep pace, the company is constantly investing in developing its people to lead the next phase of our organization. For those looking to take their career to the next level, there is no place better than MongoDB.

James

Customer Success Manager

What unique initiatives do you have that encourage innovation?

The SDR Team is constantly re-evaluating and improving the way we support and add value to the rest of the Sales Org. In fact, on a quarterly basis, each person on the team proposes and executes a 'team improvement project,' which is something that they feel will add value to the team. These projects ensure that each SDR constantly innovates.

Gigi

Senior Manager, Customer Success

How do you collaborate with other teams in the company?

In any organization, it is essential for teams and departments to work together seamlessly in order to be effective. At MongoDB, the people and their ability to work together is a large reason for its success. Our sales teams interact with other business units on a daily basis.

Brent

Regional Director, Enterprise Sales

What are MongoDB Perks + Benefits

MongoDB Benefits Overview

At MongoDB, our employees get to make a huge impact and disrupt the database software industry every day. However, making a large impact isn’t the only perk of working at MongoDB. We also provide our employees with the resources they need to thrive in many aspects of their lives. We’re devoted to creating an open, innovative, and supportive environment for our team.

From flexible PTO and yoga classes, to fertility assistance and an amazing parental leave policy — the opportunity to make an impact at MongoDB is real and we want to support all of our employees in that journey.

Take a look at just some of the benefits we offer our employees.

Culture
Volunteer in local community
Since its September launch, MongoDB serves ATX has donated over $7,000 to organizations in the local Austin Community!
Partners with Nonprofits
Our Austin office partners with a variety of local charities and non-profits such as Habitat for Humanity, Doc & Gayle Young Food Drive, and more.
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Someone's primary function is managing the company’s diversity and inclusion initiatives
Diversity Employee Resource Groups
Our affinity groups include: Underrepresented People of Color Network, MongoDB Women's Group, Underrepresented Genders in Tech, Queeries, The Queer Collective, Veterans, and Green Team
Hiring Practices that Promote Diversity
We partner with: AfroTech, Black is Tech, The Diana Initiative, Latinas in Tech, National Sales Network, Out For Undergrad, PowerToFly, Rewriting the Code, Women in IT Summit, and more
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Child Care & Parental Leave Benefits
Child Care Benefits
MongoDB provides Backup child care assistance.
Generous Parental Leave
MongoDB offers 20 weeks of paid parental leave for both mothers and fathers, and 4 additional weeks of flexible work arrangements for employees who have been with the company for at least 12 months.
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Adoption Assistance
Company sponsored family events
MongoDB sponsors family oriented events Annually.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Sabbatical
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Recreational Clubs
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
MongoDB hosts lunch and learn meetings once per quarter.
Cross functional training encouraged
Promote from within
Mentorship program
Learn about our Upskill program for SDRs to grow into a corporate sales role: https://www.mongodb.com/blog/post/mongodbs-sdr-upskill-program-the-path-from-sales-development-to-corporate-sales

Additional Perks + Benefits

To read about all of our benefits, take a look at this blog post: https://www.mongodb.com/blog/post/employee-benefits-that-make-a-differe…

We offer: Family support programs, fertility and adoption assistance, flexible PTO, employee affinity groups, mental health benefits, wellness and event programs, global mobility options, and more!

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