Associate Escalation Manager

4 weeks ago


Gurgaon, Haryana, India MongoDB Full time

MongoDB is seeking a skilled Associate Escalation Manager to join our Technical Services organization. This role will play a critical part in resolving complex technical issues across our portfolio of products.

The ideal candidate will have excellent communication skills, be able to work independently, and have a strong desire to help others. They will be responsible for coordinating the resolution of critical technical issues, working with internal teams and external customers to ensure timely delivery of commitments.

Key responsibilities include:

  • Engaging with customers to acknowledge and assess escalated situations
  • Setting and resetting customer expectations on status and timelines
  • Tracking escalation progress and communicating status updates to customers and internal stakeholders
  • Identifying and recording escalation trends

The Associate Escalation Manager will work closely with the Escalations Team to determine the resources needed to resolve escalations and will be responsible for developing and sending regular executive summaries to internal stakeholders.

This is an excellent opportunity for a motivated individual to grow their business and technical acumen while making a significant impact on customer satisfaction.



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