The worldwide data management software market is massive (IDC forecasts it to be $136 billion by 2027!). At MongoDB we are transforming industries and empowering developers to build amazing apps that people use every day. We are the leading developer 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.

We have an opportunity for a transformational leader to join the MongoDB Technical Services team. The successful candidate will lead the 100+ person EMEA team in securing our customer’s trust, confidence and ongoing technical success in the use of our products. The EMEA market represents customers with some of the largest and most dynamic with and the EMEA Technical Services team comprises some of MongoDB’s most knowledgeable and tenured customer-facing engineers.

The AVP of Technical Services EMEA is responsible for:

• Delighting our customers with exceptional technical support
• Providing executive oversight of the EMEA Technical Services team
• Demonstrating and promoting MongoDB Company Values and Leadership Principles
• Acquiring and maintaining a technical understanding of our products and services
• Becoming an expert in Technical Services processes and policies
• Ensuring consistent application and coordination of global support processes
• Coordinating with fellow senior leaders to scale regional and worldwide support services
• Maintaining consistently high quality standards for service delivery and internal projects
• Advocating for our customers with our R&D and Product Management teams
• Helping our Sales and Customer Success teams close new opportunities and renewals
• Mentoring, coaching and developing Director- and Manager-level leaders
• Managing escalated customer incidents by taking a hands-on approach to coordination, communication, and problem-solving
• Ensuring effective cross-department communication and collaboration with other functions including Professional Services, Customer Success, Sales Consulting, Product Engineering, Product Management, Finance, People, Recruiting, Sales and Marketing
• Maintaining a capacity plan in conjunction with global operations to ensure consistent resourcing for the EMEA region. Participating in the financial planning process.
• Contributing to the scope and definition of global change initiatives then adapting and implementing approved changes in the EMEA region
• Analyzing measures of effectiveness to ensure the organization is following a world-class technical issue diagnostic process
• Successfully partnering with our Talent Acquisition team to fill open roles with great candidates

The Technical Services team is growing fast. This role will have a significant impact on the success of the global organization.

We are looking to speak to candidates who are based in Dublin, Ireland for our hybrid working model.

Technical Services has over 400 team members in offices spanning five continents. Outstanding customer satisfaction is achieved by hiring exceptional engineers, specialists and leaders well-positioned to provide industry-leading 24x7x365 follow-the-sun support.  EMEA is one of the three major regions in the business unit.

Required

• At least ten (10) years experience leading a management team with diverse responsibilities in a technical, post-sale role at a software company in a Platform Engineering, Technical Support or Professional Services or related function
• Ability to lead through influence, promote accountability across reporting relationships within Technical Services and beyond to all other company functions in EMEA
• People management experience having had direct reports in both technical IC roles and technical management roles
• Experience building and maintaining a learning and adaptive organisation that celebrates excellence in what we do

Desirable

• Prior work at a database company, or a similar highly concurrent distributed system used in mission-critical production environments across diverse markets. 
• Prior experience as a software engineer, systems administrator or database administrator is desirable, as MongoDB is a complex product with technically proficient employees and customers.

• Within 30 days
• Complete our new hire technical training program; be able to speak confidently about our entire portfolio of products and high-level use cases
• Understand the internal composition and published policies of the global support organization including service level agreements
• Set up personal equipment, accounts and access to essential systems including access to and experimentation with our Atlas cloud database platform
• Meet your peers within Technical Services and across all Customer Engineering departments

Within 60 days

• Be highly conversant about the company’s product offerings including value proposition and delivery approach
• Join customer calls in pre-sale and post-sale capacities
• Begin directly reviewing engagement and performance assessments of teams
• Review and refactor individual growth plans for existing management team

Within 90 days

• Provide a service quality quality review to peers on senior leadership team
• Produce and share a change and growth plan for the EMEA region
• Complete “skip level” meetings with all members of the EMEA team
• Participate in an escalation and lead the EMEA response team in resolving the incident including preparing the RCA document and communicating with customer stakeholders

At 120 days and onward:

• Develop a plan to scale the organization; make decisions to help grow the team in the right disciplines and locations
• Oversee the service portfolio and post-implementation customer experience
• Make support-related decisions in sales motions
• Assist with Deal Strategy work related to customer support pricing and terms
• Represent the team in cross-departmental programs and events

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 

MongoDB is an equal opportunities employer.