Manager, Premium Services

MongoDB’s mission is to empower innovators to create, transform, and disrupt industries by unleashing the power of software and data. We enable organizations of all sizes to easily build, scale, and run modern applications by helping them modernize legacy workloads, embrace innovation, and unleash AI. Our industry-leading developer data platform, MongoDB Atlas, is the only globally distributed, multi-cloud database and is available in more than 115 regions across AWS, Google Cloud, and Microsoft Azure. Atlas allows customers to build and run applications anywhere—on premises, or across cloud providers. With offices worldwide and over 175,000 new developers signing up to use MongoDB every month, it’s no wonder that leading organizations, like Samsung and Toyota, trust MongoDB to build next-generation, AI-powered applications.

At the heart of our partnership with the world's most innovative and complex organizations is the Premium Services team. This team, composed of Technical Account Managers (TAMs) and Named Technical Services Engineers (NTSEs), is the engine of customer confidence and success. They engage deeply with our customers, guiding them through their most ambitious projects and ensuring they derive maximum value from the MongoDB developer data platform.

As a Manager of Premium Technical Services, your primary mission is to build, lead, and mentor this team of exceptional technical experts. This is not a role about simply managing people or processes; it is about leadership that multiplies impact. You will be responsible for cultivating a high-performing, collaborative environment that ensures the delivery of critical, account-wide technical outcomes. You will solve significant customer problems by empowering your team, fostering their growth, and representing their strategic insights at the highest levels of MongoDB.

We are looking to speak to candidates who are based in Vancouver for our hybrid working model.

As a Manager of Premium Services, your responsibilities are framed as impactful actions that drive the success of your team, our customers, and MongoDB as a whole. You are the leader who enables excellence at scale.

• Lead a distributed, regional team of Technical Account Managers and Named Technical Services Engineers, taking full ownership of their success, engagement, and professional growth
• Actively recruit, interview, and hire top-tier technical talent. You will set a high bar for excellence and embrace the power of differences to build a diverse, inclusive, and high-performing team that reflects our core values
• Provide continuous, dedicated mentorship and coaching. You will leverage and evolve our job matrix to create clear, actionable development plans, guiding each team member's growth and ensuring they have a clear path to achieving their career aspirations

• Champion and instill the TAM "Fundamental Principles"—Context, Frictionlessness, Comprehensiveness, Efficiency, and Empathy—across your team, ensuring these principles guide every customer interaction and deliver a consistent, world-class experience
• Drive operational rigor across the TAM focus areas: Issues, Initiatives, Product, GTM, and Operations. You will ensure your team effectively balances day-to-day problem solving with the execution of long-term, strategic initiatives that drive account progress
• Create a culture of accountability by setting high standards and clear performance expectations.  You will inspect outcomes often, provide regular and constructive feedback, and ensure your team is relentless in its pursuit of meaningful impact and delivering on commitments

• Serve as the primary leadership point of contact for customer escalations within your portfolio. You will manage high-pressure situations with a calm, authoritative presence that de-escalates tension, embraces adversity as an opportunity for growth, and engenders trust with both internal and external stakeholders
• Partner closely with regional Sales and Customer Success leaders to align on account strategy, proactively identify and mitigate technical risks, and contribute to the overall health and commercial success of the GTM motion
• Synthesize cross-customer insights, emerging technical risks, and strategic opportunities from your team's engagements. You will act as a powerful and credible voice for our most important customers, providing strategic feedback to Product Management and Engineering leadership to influence the platform's direction

We are seeking a multifaceted leader who embodies a unique combination of people development skills, strategic thinking, and technical acumen. Our ideal candidate identifies with the following profiles.

• Proven experience in management and leadership, with a palpable passion for building, mentoring, and growing small to mid-sized technical teams in a rapidly evolving environment
• A leadership philosophy that is centered on the belief that a team's well-being and success is a leader's primary metric
• Genuine desire to develop your people, with demonstrated experience in performance management, career coaching, and creating an inclusive environment where every team member feels valued and is set up for success

• Exceptional communication skills, both written and verbal, with a practiced ability to communicate with clarity
• Ability to deliver messages to diverse audiences, from deeply technical engineers to line-of-business stakeholders and C-level executives
• Experience acting as a trusted, collaborative partner to GTM and Sales counterparts, with an ability to read, understand, and contribute to strategic account plans

• Strong diagnostic and troubleshooting process and your ability to think on your feet, remain calm under pressure, and solve problems in real-time
• Able to present a commanding presence during escalated situations, reducing anxiety through calm, authoritative technical leadership
• Highly focused on outcomes and are obsessed with comprehensiveness, driving your team to ensure No Issue Left Behind and that tricky cases are pursued holistically through to a complete and final resolution

• Strong technical background and deep credibility in one or more core domains, such as software development, application design, systems administration, or database architecture
• While you don't need to be the foremost expert on every topic, you must have the technical depth to guide a team of specialists and earn their respect
• Be insatiably curious, never stop learning, and have the ability to quickly understand and communicate about complex customer workloads, use cases, and architectures

• Lead with Empathy, always assuming good intent and working to understand the diverse perspectives of your team, your cross-functional partners, and your customers
• Intellectually Honest, embracing reality and encouraging different points of view, even when they disconfirm your own beliefs
• Engender trust by leading with humility, admitting mistakes, and welcoming honest, constructive feedback as a tool for growth

• Experience managing globally distributed or remote-first teams
• Direct experience building or scaling a Technical Account Management, Premium Support, or Customer Success Engineering function within an enterprise software company
• Deep familiarity with consumption-based or SaaS business models and the associated customer success motions
• Hands-on experience using or managing MongoDB in a large-scale production environment
• Familiarity with the modern enterprise technology landscape, including containerization and orchestration (e.g., Kubernetes), CI/CD tools, and major cloud service platforms (AWS, Azure, or GCP)
• Experience managing development projects or contributing to the creation of internal technical tooling and documentation

We are committed to developing our leaders and ensuring they have a clear path to making a significant impact.

You will have completed our comprehensive leadership onboarding, built strong, trusting relationships with each of your direct reports, and established a deep understanding of your team's customer portfolio, key initiatives, and active risks. You will have established your operating rhythm for team meetings, 1:1s, and performance feedback.

You will be confidently managing your team's workflow and performance, providing regular, insightful coaching based on the TAM Competency Framework. You will be effectively managing customer escalations and will have established yourself as a trusted, proactive partner to your peers in Sales, Customer Success, and Professional Services.

You will be a key voice in the leadership team, actively driving operational improvements for the Premium Services practice. You will have a clear succession plan for your team, will have made key hiring decisions to shape its future, and will be demonstrably improving customer satisfaction and team engagement across your portfolio. You are not just running the team; you are making it better.

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 is committed to providing any necessary accommodations for individuals with disabilities within our application and interview process. To request an accommodation due to a disability, please inform your recruiter.

MongoDB is an equal opportunities employer.

Req ID: 2263151981