Customer Success Manager Scaled jobs at Mongodb in Brazil, São Paulo

• 5+ years of experience working in a Customer Success, Account Management, Client Services, or other similarly customer-centric role
• 1-3 years of experience in a customer-facing role, within a company offering mission-critical, technical products
• A background and passion for quickly building trust with a customer in order to drive growth within an account through customized onboarding, enablement sessions, strategy meetings, business reviews, etc
• 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
• A passion for collaboration - this role will collaborate with various internal teams to meet our customers' needs, requiring close alignment with Sales, Professional Services, Tech Services, and the wider MongoDB community ecosystem
• The ability to act with autonomy, as you will be expected to take ownership of your assigned customer engagements and make key decisions to drive effective customer outcomes; including deciding how to de-risk or de-escalate customer issues and conflict, and how to drive effective customer outcomes through both 1 to 1 and 1 to many activities for the wider portfolio
• An entrepreneurial mindset— the Scaled CS team at MongoDB is evolving as the needs of our customers change, and as the tools available to serve thousands of customers rapidly evolve. A successful individual in this role will identify opportunities to scale our teams’ resources more effectively to reach more customers
• Strong project management skills to effectively coordinate and oversee the onboarding of new workloads within customer accounts, ensuring timely delivery, clear communication, and alignment with customer goals and objectives
• Prior exposure to database, cloud, and infrastructure technology is a plus
• Experience in Software Engineering, SA/Pre-Sales Engineering, Technical Account Management, or Scaled CS programs is a plus
• Advanced business proficiency in English; business proficiency in Spanish is a plus

• Act as a strategic advisor to your customer by offering guidance to new or existing customers on MongoDB best practices and their overall technology strategy. This will involve utilizing automated call-to-actions, triggered by health metrics or customer journey events, to guide customers on strategies to optimize their technical environment or current spending with MongoDB to accelerate time-to-value and drive growth
• Gather feedback and identify obstacles from customers to inform internal teams, including Sales, Product, Professional Services, and Leadership, on how MongoDB can strengthen its product and go-to-market organization, and increase customer health at scale
• Run proactive risk mitigation efforts and resolve critical customer issues by finding the best solution for both the customer and MongoDB. This may involve addressing a customer outage that financially impacts their business, or assisting an application team in designing a custom MongoDB solution or implementation for their vital application; no two days are alike and require consistent agility in approach
• Lead business reviews for high-priority customers in your portfolio, including interfacing with C-suite executives and other technical leaders to align with business objectives and establish a mutual success plan
• Offer feedback on internal projects to enhance the Scaled Customer Success strategy; we expect that individuals in this position possess strong business acume and can use it to deliver a top-tier Scaled CS experience for our clients
• Document all customer interactions in internal systems ie Salesforce.com
• Provide feedback to leadership on MongoDB Atlas signals indicating healthy or unhealthy customer accounts. As our product evolves, we must continually adjust our engagement strategies based on these signals, and you’ll be best positioned to identify and share them with internal teams
• Act as a leader amongst your peers, running enablement sessions, product certifications and being vocal in team meetings to ensure those around you grow

• 2+ years experience working in a Customer Success, Account Management, Client Services or other similarly customer-centric role
• A background and passion for driving growth within a customer portfolio through enablement sessions, strategy meetings, business reviews, etc
• 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 ownership of our customer portfolio and make key decisions to drive effective customer outcomes; including deciding how to de-risk or de-escalate customer issues and conflict, and how to drive effective customer outcomes through both 1 to 1 and 1 to Many activities for the wider portfolio
• An entrepreneurial mindset - this is a new team at MongoDB where you will be required to both deviate from established procedure and use data-driven analysis to build new process or practices that enhance our service of 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
• Prior exposure to database, cloud, and infrastructure technology is a plus
• Experience in developing 1:Many customer programs, or customer marketing is a plus
• Bilingual in Portuguese & English required

• Work as a strategic advisor to your customer providing them with guidance on MongoDB best practices and their overall technology strategy; this could include running enablement sessions alone or with another internal MongoDB team members, advising the customer on strategies to optimize their technical environment or current spend with MongoDB, positioning and recommending product features and best practices to accelerate customers time to value and growth
• Collect feedback and identify roadblocks from customers to inform internal teams including Product, Professional Services, and Leadership on how MongoDB can build a stronger product and go to market organization
• Act as the link between our customers and product engineering to develop new innovative solutions. You will be key in building the future roadmap of our product by acting as the Product team’s eyes and ears in this field
• De-escalate and resolve critical customer issues and complaints by finding the best possible solution for both the customer and MongoDB; this could include anything from navigating a customer outage that has a financial impact on their business, to helping an application team devise a custom MongoDB solution or implementation for their critical application, no day is the same
• Build and execute portfolio plans to drive mitigate risk and growth through select 1 to 1 and larger 1 to many activities for the Scaled Americas portfolio
• Lead business reviews for strategic customers in your portfolio, including interfacing with C-suite executives and other technical leaders to align to business objectives and agree to a mutual success plan
• Work on strategic internal projects to help build the Customer Success program; our expectation is that anyone in this role has strong business acumen and the ability to create and teach best practices, new process, and enablement to the broader organization
• 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; as our product evolves, we’ll need to be constantly adjusting our engagement strategies based on these signals, which you’ll be in the best position to identify and share back with internal teams
• Manage relationships across Sales, including reporting on business performance, training on best practices, and rolling out program updates to ensure sales people and leaders are abreast of best practices for interacting with Product-Led Customer Success

• Build close, integrated relationships with sales leaders and account reps for the region to drive account growth in their territories
• Understand specific challenges within strategic accounts and run programs to open up new NWLs (new workloads) and consumption
• Use marketing dashboarding and data points to understand your market and identify patterns that feed your marketing plan
• Collaborate with the global marketing team to align digital, PR, Comms, lead gen and partner activity to support your regional objectives
• Work with the strategic events team to plan, coordinate and execute the global event program for your region
• Ensure consistency of company priorities through brand strategy and messaging in materials and communication
• Collaborate with cross-functional teams when creating new and updating existing materials, presentations and/or preparing for tradeshows
• Regularly communicate and educate the sales team regarding new and planned marketing activities including global, regional, and local programs
• Support the go-to-market and co-marketing plans for the top regional accounts
• Support joint partner marketing activities
• Ensure performance and ROI are tracked, and supporting processes set up to effectively measure outcomes
• Support our flagship .local events
• Willing to travel 20-40% of the time for site visits, onsite event support and planning

• Bachelor's Degree Marketing, Business Administration, or a related field
• 7+ years event planning experience and account management/field marketing experience in a technology company
• Experience working with cloud (AWS, GCP, Azure), ISV, AI, and other tech partners
• Incredible written and oral communication skills, including experience presenting to sales and marketing leadership, as well as customers
• Impeccable event and project management skills, ensuring seamless planning, coordination, and delivery of initiatives with an ability to problem-solve quickly
• Results-oriented and analytically skilled, capable of interpreting data, making informed data-driven decisions, and reporting insights to the business
• Eloqua/Salesforce/Wrike experience a plus
• Knowledge of consumption and product-led growth models desirable
• Strong time management, prioritization, and organizational skills are key
• Confident in coordinating activity across a number of stakeholders, partners and agencies both internal and external
• Manage budget and resources effectively for field marketing activities
• Fluency in Portuguese and English is a must, Spanish is desirable

The Field Marketing Manager will be successful in this role by achieving the following strategic tasks/responsibilities:

• In 3 months you’ll have fostered a relationship with your Regional Directors and Account Executives, understand their top target accounts, and begin planning revenue marketing opportunities. You’ll have also established positive relationships with your extended team members
• In 6 months you’ll have a clear understanding of your key objectives, have executed pipeline acceleration events and demonstrated their impact and have added value to the current marketing plan
• In 12 months you’ll have fostered relationship across internal MongoDB teams and have executed both strategic and scalable programs, co-produced partner events leveraging the MongoDB partnership ecosystem, co-produced regional events that build affinity for MongoDB across developer communities, maintained flawless documentation and reporting of all programs to ensure success, and have a stake in future programming

This role will be based remotely in Brazil.

• Leverage technologies, tools, and data to measure and demonstrate success
• Analyze extensive marketing data and omni-channel interactions to make recommendations on optimal marketing mixes and ideal customer journeys
• Partner with regional Marketing leadership to assist with Monthly and Quarterly Business Reviews for sales stakeholders, providing data and fostering strategic discussions and improvements
• Lead analytical deep dives to understand Regional funnel drivers and opportunities for marketing performance improvement, including, but not limited to, regional analysis, MKT program ROI, and funnel analysis. Identify areas of opportunity and propose innovation and iterations
• Collaborate with internal marketing teams to understand pain points, providing data-driven insights and guidance
• Manage data-related quality, accuracy, and availability of our dashboards and reports
• Manage roadmaps, projects, stakeholders' needs, and prioritization in line with the company and Marketing strategies
• Serve as a key resource for standard metrics, methodologies, processes, and domain knowledge for the marketing organization
• Collaborate closely with Marketing Operations (MOPS) and Sales Operations (SOPS) leads to prioritize and execute strategic projects aligned with MongoDB's go-to-market goals
• Lead the implementation of new analytical reports, including creating how-to guides and enablement materials post-launch
• Identify and manage tasks, issues, risks, and action items effectively

• 4-7 years of hands-on experience in marketing analytics, business intelligence, or operations
• Strong analytical skills and fluency in tools such as Excel, Eloqua/Marketo, Salesforce, Google Analytics, and Tableau
• Excellent organizational, project management, and communication skills
• Ability to thrive in the fast-paced, tech industry environment
• Proven success in collaborating with cross-team stakeholders
• Project management and prioritization skills

• Experience with advanced database segmentation
• Experience with ideation and creating experiments
• Previous experience in B2B software industry
• Proficiency in SQL or NoSQL