Technical Account Manager

3 weeks ago

Singapur, Singapore MongoDB Full time

MongoDB Technical Account Managers are at the forefront of technical problem solving with key customers, working on some of the most complex and exciting application ecosystems built on the MongoDB platform. TAMs combine:

Deep product knowledge and expertise across multiple domains Polished technical communicationsStrong account leadership, with the ability to engage effectively at all levels of the customerAbility to not only proactively engage, but anticipate and preempt needs a customer may have or issues they could experienceA high degree of ownership and willingness to go above and beyond for our customers

The TAM’s primary remit is the cultivation of customer confidence and delivery of positive, account-wide technical outcomes that solve big customer problems while showcasing the capabilities of the MongoDB product portfolio. They do this through a systematic engagement process including deep discovery and the development of a roadmap of shared objectives. They are able to operate in complex environments where there may be shared or even ambiguous responsibilities between the customer and MongoDB. The TAM is able to shift gears between enabling, coaching and mentoring, and marshaling resources to get the right things done at the right time.

The TAM also acts as the eyes and ears of the product team while working with marquee customers as they will sometimes surface new requirements or potential areas of opportunity for future development. They work closely with these teams to understand these requirements, manage expectations, and ensure MongoDB is staying one step ahead of customer needs.

This role will be an early hire into the new Technical Account Management function and will help pioneer the new service offering for MongoDB.

Successful candidates will have the flexibility to work around the schedules of customers with 100% uptime systems while enjoying the life/work balance MongoDB promotes.

We are looking to speak to candidates who are based in Singapore for our hybrid working model where you’ll be expected to go 3 days a week into the office.

Why MongoDB is a fantastic place to work and build your career

Be a part of the company that’s reinventing the database, focused on innovation and speedEnjoy a fun, inspiring culture that is engineering focusedWork with exceptionally skilled people around the globeLearn, contribute, and make a positive impact on the product and community

Cool things you’ll do

MongoDB is on a mission to unlock the inner genius of our customers by making data stunningly easy to work with. Along the way, our customers encounter questions and issues about how our approach to databases works for their use case. In Technical Services, it's our job to help our customers succeed with MongoDB. 

As a Technical Account Manager, you’ll be highly engaged with a handful of our largest customers, building key relationships with technical leaders and collaborating 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. 

You'll be an expert resource on the best way to run MongoDB at scale, whatever that scale may be. You will 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. 

You will also mentor and ramp new team members, and take initiatives in building knowledge of new product lines within the MongoDB ecosystem.

What you need

You should have 7+ years of relevant experience. We consider all candidates, with an eye for those who combine formal education with self-teaching, are insatiably curious, and are multi-faceted.

It’s crucial for every candidate to check these boxes:

Communicator: Be able to hold a deeply technical discussion in fluent Mandarin and EnglishFoster open lines of communication amongst internal stakeholders; The TAM ensures all concerned parties, including in some cases the MongoDB executive team, are well informed about accounts within the TAM’s portfolio (especially during critical or escalated situations)Great communication and account leadership skills of external stakeholders, with a good organizational understanding of customers and ability to calibrate communication style based on the audienceThe TAM must quickly understand and communicate about customer workloads, use cases, and resiliency criteria, including performance, availability, and scalability Collaborator Ability to work independently as well as cross-functionally to ensure customer needs are being metGenuine desire to help people, and to increase their confidence and good willAbility to 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 Problem Solver: Comfort 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 highAbility to design, communicate, and follow a structured approach to solving complex problems based loosely upon the scientific methodExperience analyzing and pursuing issues holistically in the enterprise; spanning multiple technologies, customer teams and silos Technical Expert Experience building, maintaining, tuning, and troubleshooting sophisticated mission-critical production database systemsFamiliarity with modern service architectures and the implications on development teams, their structures and the development lifecycleExperience with the technologies and development patterns typical of a large-scale enterprise customerExperience using any cloud services stack such as AWS, Azure or GCP Builder Develop, document, and help implement techniques, tools and procedures for optimizing MongoDB’s technical relationship with marquee customers Product evangelism The TAM helps customers understand how the MongoDB developer data platform is well-suited to solve a wide variety of their problems

Bonus Points

Experience managing large scale databases (e.g. RDBMS, NoSQL)Extensive experience with mass scale application architectures Microservices/Serverless architecturesCI/CD tools and approachesContainerization, orchestration and management toolsEnterprise Identity platforms Experience using or managing MongoDBExperience using distributed version control systems, and in particular gitStrong systems engineering and troubleshooting experience, including Linux performance, memory management, I/O tuning, configuration, security, networking, virtualization, clustering

Success Measures

In 3 months, you will have gained a deep understanding of MongoDB and its ecosystem. You will complete New Hire TrainingIn 6 months, you will be confident working frontline with our customers. You will also complete the MongoDB Certified DBA Associate examIn 12 months, you will be directly and independently engaged in technical account management, ensuring customers are successful and happy with MongoDB and see our developer data platform as the de facto standard for new projects

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