Technical Customer Engagement Leader

Mapbox is the leading real-time location platform for a new generation of location-aware businesses. Mapbox is the only platform that equips organizations with the full set of tools to power the navigation of people packages and vehicles everywhere. More than 3.5 million registered developers have chosen Mapbox because of the platform’s flexibility security and privacy compliance. Organizations use Mapbox applications data SDKs and APIs to create customized and immersive experiences that delight their customers.

What You'll Do

As the Technical Customer Engagement Leader at Mapbox you'll be a pivotal figure in our dynamic leadership team shaping the future of location-aware solutions and our customer’s experience with Mapbox. We seek a leader who will manage our post-sales customer success. This leader will bring a business orientation to how we manage support as a product and leverage customer success to drive growth and retention. You will be responsible for growing and leading a team of Technical Program Managers (TPM) Customer Support Engineers and Customer Success Associates. This role will lead both people leaders and individual contributors. Your team will work with all customer tiers from pay-as-you-go customers to Mapbox’s most strategic customers and will solve their biggest challenges by deeply understanding their business and helping them achieve those goals through a spatial lens.

• Oversee both the TPM team that supports the adoption and growth of Mapbox services and products within solutions as well as the Support team who provides direct support to customers.

• Directly manage Customer Success Managers who help accelerate adoption and develop the framework and management operating systems to drive our Support business from an offering and revenue perspective

• Continued usage within Mapbox’s long tail of smaller customers in our pay-as-you-go cohort.

• Define build and institutionalize best practices for continual improvement of processes and results. Ensure the necessary tools are in place to maximize impact and productivity of the team.

• Use quantitative and qualitative analysis to drive operational excellence in the areas of customer engagement and adoption of Mapbox products

• Work across the Sales organization and with the product/R&D teams to help define how we continue to innovate and grow our insights and engagements

• Recruit develop and manage a best-in-class team

• Serve as an escalation point for the team and customer issues to ensure they are resolved quickly

• Collaborate across departments to achieve targets and improve customer experience

• Accountable for tracking (and creating new) metrics to measure the success of implementation and usage as well as develop and drive adoption campaigns through your team

What We Believe are Important Traits for This Role

• 8+ years of management experience within support technical support engineering technical program management for customer projects and/or customer success management

• Experience working within or across multiple of the above functions either as a manager or individual contributor

• Track record of defining and growing the adoption or revenue of a support organization

• Previous experience defining a support offering including services and margin profiles

• Preference for leaders who have grown up in larger tech companies and who have helped build and grow organizations within a start up environment

• Software experience a must

What We Value

In addition to our core values which are not unique to this position and are necessary for Mapbox leaders:

• We value high-performing creative individuals who dig into problems and opportunities.

• We believe in individuals being their whole selves at work. We commit to this through supportive health care parental leave flexibility for the things that come up in life and innovating on how we think about supporting our people.

• We emphasize an environment of teaching and learning to equip employees with the tools needed to be successful in their function and the company.

• We strongly believe in the value of growing a diverse team and encourage people of all backgrounds genders ethnicities abilities and sexual orientations to apply.

Our annual base compensation for this role ranges from $$207400 - $280600 for most US locations and 5% to 10% higher for US locations with a higher cost of labor. Job level and actual compensation will be decided based on factors including but not limited to individual qualifications objectively assessed during the interview process (including skills and prior relevant experience potential impact and scope of role) market demands and specific work location. Please discuss your specific work location with your recruiter for more information.

By applying for this position you acknowledge that you agree to the Mapbox Privacy Policy which is linked here.

Mapbox is an EEO Employer - Minority/Female/Veteran/Disabled/Sexual Orientation/Gender Identity.

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