Strategic Customer Success Manager
hace 1 día
MongoDB’s mission is to empower innovators to create, transform, and disrupt industries by unleashing the power of software and data. We enable organizations of all sizes to easily build, scale, and run modern applications by helping them modernize legacy workloads, embrace innovation, and unleash AI. Our industry-leading developer data platform, MongoDB Atlas, is the only globally distributed, multi-cloud database and is available in more than 115 regions across AWS, Google Cloud, and Microsoft Azure. Atlas allows customers to build and run applications anywhere—on premises, or across cloud providers.Individuals in the Customer Success Manager role have a passion for technology and the ambition to dive head-first into new challenges. This is a relatively new role at MongoDB, so we are looking for someone who can thrive with a high level of ambiguity and operate autonomously while maintaining a customer centric approach and helping to build the program. In this role you will also become a main point of contact for MongoDB end users by leveraging your technical and account management skills as well as acting as the account team leader across Sales, Professional Services, Solutions Architects, etc.We are looking to speak to candidates who are based in Barcelona for our hybrid working model.Our ideal candidate will have9+ years experience working in a Customer Success, Account Management, Client Services or other similarly customer-centric role. 6+ years experience working within or supporting large enterprises.A background and passion for advocating on behalf of your customers - this role should act as an extension of our customers team within MongoDB.A mind for technology - we’ll teach you about MongoDB and databases, but our customers and product are inherently technical and you should have an aptitude and curiosity to learn about those concepts.The ability to act with a high level of autonomy, you will be expected to take full ownership of your customer portfolio and make key decisions to drive effective customer outcomes.Demonstrated experience building relationships and delivering value to technical decision makers, economic buyers, and executives (CTO, CIO).An entrepreneurial mindset - you will be required to both deviate from established procedure and often build entirely new process or practices to ensure we best serve this customer segment.Team player and passion for collaboration - this role will work with some of our most strategic growth customers so must align closely to Sales, Professional Services, Tech Services, and the broader MDB ecosystem.Technical product experience or education, software development experience preferred, certifications preferred.Proven experience contributing to global CS programs.Bachelor's degree, technical degree preferred, MS preferred.On a given day in this role you will:Work as a strategic advisor to your customer providing them with guidance on MongoDB best practices and their overall technology strategy.Collect feedback and identify roadblocks from customers to inform internal teams including Product, Professional Services, and Leadership.Act as the link between our customers and product engineering to develop new innovative solutions.De-escalate and resolve critical customer issues and complaints by finding the best possible solution for both the customer and MongoDB.Build and execute account plans to mitigate risk and drive growth 3+ quarters out across your portfolio.Lead in-person executive business reviews for strategic customers in your portfolio, including interfacing with C-suite executives and other technical leaders.Work on strategic internal projects to help build the Customer Success program.Document all customer interactions in internal systems, including Gainsight and Salesforce.com.Provide feedback and guidance to leadership on key signals within MongoDB Atlas that indicate healthy or unhealthy customer accounts.Manage the relationship with Sales Leadership and Account Executives in your territory.Forecast expected churn and growth to your senior leadership team.Help interview, onboard and ramp new team members.Act as a leader amongst your peers, running enablement sessions, product certifications and being vocal in team meetings.To drive the personal growth and business impact of our employees, we’re committed to developing a supportive and enriching culture for everyone. From employee affinity groups, to fertility assistance and a generous parental leave policy, we value our employees’ wellbeing and want to support them along every step of their professional and personal journeys.MongoDB is committed to providing any necessary accommodations for individuals with disabilities within our application and interview process. To request an accommodation due to a disability, please inform your recruiter.MongoDB is an equal opportunities employer.
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