Technical Account Manager

Summary

Join MongoDB as a Technical Account Manager and be at the forefront of technical problem-solving with key customers. You will cultivate customer confidence and deliver positive technical outcomes, showcasing MongoDB's capabilities. This role involves deep discovery, roadmap development, and working in complex environments. You will act as a liaison between customers and product teams, surfacing new requirements and opportunities. This is an early hire into a new function, offering the chance to pioneer a new service. The role offers flexibility to work around customer schedules and enjoys a strong work-life balance, with a remote option in the US.

Requirements

• Have 7+ years of relevant experience
• Foster open lines of communication amongst internal stakeholders, ensuring all concerned parties are well informed about accounts (especially during critical or escalated situations)
• Demonstrate great communication and account leadership skills, with a good organizational understanding of customers and ability to calibrate communication style based on the audience
• Quickly understand and communicate about customer workloads, use cases, and resiliency criteria, including performance, availability, and scalability
• Help customers understand how the MongoDB developer data platform is well-suited to solve a wide variety of their problems
• Work independently as well as cross-functionally to ensure customer needs are being met
• Possess a genuine desire to help people, and to increase their confidence and good will
• Cultivate strong team partnerships; understanding of when and how to seek help from team members, skill in choosing from potentially conflicting perspectives or approaches; ability to secure commitments and lead collaborative efforts
• Be comfortable thinking on your feet, solving problems in real-time, and reducing pressure and anxiety through calm, authoritative technical leadership; ability to keep your cool and project command presence during escalated situations where tensions and anxiety may be high
• Design, communicate, and follow a structured approach to solving complex problems based loosely upon the scientific method
• Analyze and pursue issues holistically in the enterprise; spanning multiple technologies, customer teams and silos
• Have experience building, maintaining, tuning, and troubleshooting sophisticated mission-critical production database systems
• Be familiar with modern service architectures and the implications on development teams, their structures and the development lifecycle
• Have experience with the technologies and development patterns typical of a large-scale enterprise customer
• Have experience using any cloud services stack such as AWS, Azure or GCP

Responsibilities

• Cultivate customer confidence and deliver positive, account-wide technical outcomes that solve big customer problems while showcasing the capabilities of the MongoDB product portfolio
• Engage in a systematic engagement process including deep discovery and the development of a roadmap of shared objectives
• Operate in complex environments where there may be shared or even ambiguous responsibilities between the customer and MongoDB
• Shift gears between enabling, coaching and mentoring, and marshaling resources to get the right things done at the right time
• Act as the eyes and ears of the product team while working with marquee customers, surfacing new requirements or potential areas of opportunity for future development
• Work closely with product teams to understand customer requirements, manage expectations, and ensure MongoDB is staying one step ahead of customer needs
• Build key relationships with technical leaders and collaborate with them on their projects to build and scale MongoDB solutions - resolving questions and demonstrating solutions related to architecture, performance, recovery, security, and everything in between
• Be an expert resource on the best way to run MongoDB at scale
• Identify deep dive opportunities to educate our customers on crucial topics of concern to them and either conduct those deep dives yourself or make timely connections between customers and subject matter experts within MongoDB
• Mentor and ramp new team members
• Take initiatives in building knowledge of new product lines within the MongoDB ecosystem
• Develop, document, and help implement techniques, tools and procedures for optimizing MongoDB’s technical relationship with marquee customers

Preferred Qualifications

• Have experience managing large scale databases (e.g. RDBMS, NoSQL)
• Have extensive experience with mass scale application architectures
• Have experience with Microservices/Serverless architectures
• Have experience with CI/CD tools and approaches
• Have experience with Containerization, orchestration and management tools
• Have experience with Enterprise Identity platforms
• Have experience using or managing MongoDB
• Have experience using distributed version control systems, and in particular git
• Have strong systems engineering and troubleshooting experience, including Linux performance, memory management, I/O tuning, configuration, security, networking, virtualization, clustering

Benefits

• Flexible paid time off
• 20 weeks fully-paid gender-neutral parental leave
• Fertility and adoption assistance
• 401(k) plan
• Mental health counseling
• Access to transgender-inclusive health insurance coverage
• Health benefits offerings
• Equity
• Participation in the employee stock purchase program