• Serve as the senior escalation point for complex customer launches and major customer incidents with significant financial and strategic implications.
• Align with Product and Engineering to translate and prioritize customer feedback into actionable insights and roadmap clarity.
• Lead executive-level discussions around delivery timelines, trade-offs, scope, and business impact.
• Provide calm and decisive leadership during high-pressure situations with customers.
• Lead the end-to-end delivery of complex automotive customer launches and programs, serving as the main point of contact for program health, timelines, and execution, and coaching other members of the delivery team to ensure overall success of the program.
• Be the primary interface between our key automotive customers and our internal teams, advocating for mutual success by championing the needs of our customers with internal teams (including leadership, product management, engineering, sales, technical support), and representing Mapbox to our customers.
• Set and uphold a high quality bar, working with technical support, product and engineering teams to ensure effective prioritization and resolution of quality issues, and to synthesize and address overarching quality concerns.
• Lead executive-level discussions - both internally and externally - around delivery timelines, trade-offs, scope, and business impact.
• Lead or contribute to internal initiatives to improve internal processes across the TPM and Mapbox organizations.
• Develop a deep knowledge of Mapbox products and services in order to steer technical discussions and build trust with our customers.

WHAT WE BELIEVE ARE IMPORTANT TRAITS FOR THIS ROLE

• 10+ years of experience leading enterprise software implementations or Professional Services delivery in a post-sales environment.
• Proven ownership of complex, multi-stakeholder enterprise deployments from kickoff through production launch in the automotive sector.
• Demonstrated success managing scope, SOW execution, change management, and high-impact customer escalations.
• Travel: Ability to travel to visit customers regularly up to 20%, with occasional spikes of up to 50% during key customer launch milestones.
• Bilingual Proficiency (German/English): Capable of navigating complex business environments and driving program alignment in both languages.
• Customer-Centric Operator: You proactively represent the customer internally and ensure their business objectives drive implementation priorities.
• Technically Fluent: You understand cloud architectures, API/SDK integrations, and enterprise technical ecosystems deeply enough to anticipate risk and guide execution credibly.
• Strong Communicator: You engage effectively across audiences from developers to senior executives with clarity, confidence, and precision.
• Cross-Functional Influencer: You navigate matrixed organizations effectively aligning Sales, Product, Engineering, Support, Solutions Architecture, and Executive Leadership to deliver customer outcomes.

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.