200+ applicants

Company

Mapbox · 6 hours ago

Technical Customer Engagement Leader

San Francisco, CA

Full-time

Remote

Senior Level, Lead/Staff

$207K/yr - $281K/yr

8+ years exp

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H1B Sponsor Likely

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Responsibilities

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

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Technical Program ManagementCustomer Success ManagementTechnical Support EngineeringManagement ExperienceQuantitative AnalysisQualitative AnalysisSoftware ExperienceSupport Offering DefinitionRevenue GrowthProcess ImprovementTeam Development

Required

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

Software experience a must

Preferred

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

Benefits

Supportive health care

Parental leave

Flexibility for the things that come up in life

Company

Mapbox

Glassdoor

3.5

Mapbox develops a location data platform for mobile and web applications.

Founded in 2010

Washington, District of Columbia, USA

501-1,000 employees

http://www.mapbox.com

H1B Sponsorship

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Trends of Total Sponsorships

2023 (5)

2022 (16)

2021 (20)

2020 (19)