Senior Customer Success Manager jobs at Mongodb in United States, Chicago

• Ideally 8 to 11 years of related experience in a customer facing role, with 5 to 7 years of experience in pre-sales with enterprise software
• Minimum of 3 years experience with modern scripting languages (e.g. Python, Node.js, SQL) and/or popular programming languages (e.g. C/C++, Java, C#) in a professional capacity
• Experience designing with scalable and highly available distributed systems in the cloud and on-prem
• Demonstrated ability to work with customers to review complex architecture of existing applications, providing guidance on how to improve by leveraging technology
• Excellent presentation, communication, and interpersonal skills, with the ability to convey complex technical and business concepts in a clear and compelling manner to technology and business leadership
• Ability to strategize with sales teams and provide recommendations on how to drive a multi-threaded account strategy, aligning other MongoDB and ecosystem resources to move towards a mutually beneficial account plan
• A Bachelor’s degree or equivalent work experience

• Experience selling databases and/or deploying applications with any of the major cloud providers
• Experience with database programming and data models
• Experience in data engineering or AI/ML projects
• Experience in transforming legacy systems and platforms into modern, scalable, and efficient technology stacks
• Understanding of popular sales methodologies/ frameworks such as MEDDPICC/ Command of the Message
• A MongoDB Certification
• A Cloud Provider Certification

In this role, you will work on complex opportunities where analysis of situations or data requires an in-depth evaluation of various factors. You will:

• Design and Architect: Design scalable and performant applications, systems and infrastructure for large software projects leveraging MongoDB
• Customer Advising and Value Articulation: Guide customers on architecture patterns and optimization strategies for MongoDB, while clearly communicating its business value to the relevant stakeholders
• Sales Partnership: Collaborate with the sales team to drive account success through account planning, opportunity prioritization/qualification and pipeline generation strategy, while taking ownership of the technical aspects (including but not limited to technical discovery, demos, proof of value, presentations, sizing and documentation)
• Demand Generation: Proactively generate demand within the sales territory through self-driven technical initiatives, participation in events such as industry trade shows and account-based marketing events
• Customer Success: Foster strong customer relationships, build champions and ensure customer success and satisfaction
• Innovation and Improvement: Continuously seek opportunities to innovate and improve MongoDB solutions and processes (e.g. by relaying field feedback to the product team), as well as proactively mentor other Solutions Consulting team members
• Personal Training and Development: Engage in ongoing training and professional development to stay abreast of MongoDB product suite as well as industry trends

MongoDB Product Suite Mastery

• Core Database Server: Master the fundamentals and advanced features of MongoDB's core database
• Atlas and Advanced Services: Gain expertise in Atlas (fully managed cloud database service), Atlas Stream Processing, Atlas Data Lake, Atlas Full-Text Search, Atlas Vector Search, and Charts
• Relational Migrator: Learn to migrate from relational databases seamlessly

Market-Relevant Technologies

• Hyperscaler Ecosystem: Gain expertise in designing complex systems utilizing cloud services on hyperscaler platforms
• Complementary Technologies: Enhance your skills with partner and complementary technologies such as Apache Kafka and Kubernetes

Modern Architecture Design

• Design Patterns and Methodologies: Embrace best practices in microservices, DevOps, cloud, and security
• Cutting Edge RAG and AI Architectures: Help customers on their generative AI journeys and working with industry leading partners in the space

Sales Techniques and Soft Skills

• Effective Communication: Master presentations, demonstrations, and whiteboarding
• Client Interaction: Develop strategies for discovery and objection handling

Industry Insights

• Diverse Market Verticals: Gain exposure to a broad spectrum of interesting use cases across various industries

This role can be based hybrid out of our Chicago office.

• 7+ years experience working in Customer Success, Account Management, Client Services or other similarly customer-centric role
• 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; including deciding when to include our executive team or c-suite in customer escalations, how to de-risk or de-escalate customer issues and conflict and advocating to internal teams including sales, professional services, etc
• 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
• Prior exposure to database, cloud, and infrastructure technology is a plus

• 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 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 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 the relationship with Sales Leadership and Account Executives in your territory, 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 Customer Success
• Forecast expected churn and growth to your senior leadership team
• Help interview, onboard and ramp new team members - as a more senior team member you will have an immediate role in who joins the team
• Act as a leader amongst your peers, running enablement sessions, product certifications and being vocal in team meetings to ensure those around you grow

• Have an in-depth and detailed understanding of MongoDB products to confidently provide mentorship for your Inside Sales team
• Enable, develop and empower your team to proactively prospect, identify, qualify, and build sales pipeline
• Coach the team to close business and to navigate complex strategic negotiations and organizations
• Evangelize our validated sales methodology MEDDIC and drive adoption and expertise within your team
• Actively recruit Associate Account Executives (AAE) and Inside Account Executives (IAE) for your team in alignment with MongoDB’s hiring criteria
• Onboard and ramp new AAEs and IAEs and accelerate their productive capacity
• Foster strong and effective relationships, resulting in growth opportunities
• Run weekly forecast meetings
• Scale, strategically plan, and develop sales territories

• 3+ years of successful quota carrying experience selling within a team on large strategic accounts
• 1+ year of sales management experience
• Demonstrated ability to create and execute highly effective pipeline generation campaigns to identify and qualify workloads
• Ability to articulate the business value of complex enterprise technology
• Demonstrated ability to build business champions within a large strategic account
• Demonstrated ability to open new lines of business through pipeline generation and effective opportunity qualification inside a large strategic account
• Driven and competitive. Possess a strong desire to be successful

Location(s)

• Preference for
• Atlanta, Boston, New York, Chicago, Los Angeles, San Francisco

We are looking for an experienced Senior Engineer for our SRE, Atlas team to support, maintain and grow the Atlas platform. As a senior SRE, you will be expected to be able to design & build complex systems, operate with autonomy and act as owner for everything you do.

• Have 5+ years of experience running critical systems at scale
• Value efficiency in processes and operations, and display a preference for automation over manual processes (“allergic to ops work”)
• Be familiar with a major cloud provider (AWS, Azure, or GCP) and possess the ability to build and operate systems in a multi-cloud environment
• A strong understanding of how to run a large scale Linux environment, including low level fundamentals
• Firm grasp of at least one modern programming language, beyond basic scripting (Go, Ruby, Python)
• Solid understanding of web and network protocols and standards (HTTP, TLS, DNS, etc)

• Participate in the development of a reliable and resilient multi-cloud platform that hosts business critical applications for a wide & varied range of customer applications
• Collaborate with service-owning teams to provide internal support, solve technical challenges and adapt or build tooling to solve novel use cases in a generic fashion
• Participate in a 24/7 on-call rotation to swiftly resolve issues related to any disruption of our customer facing Atlas fleet, ensuring minimal disruption and high availability

• 3-5 years of quota-carrying experience in Sales or Account Management, or similar customer-centric role with direct revenue responsibility
• A proven track record of hitting sales targets; this role will be responsible for expansion/upsell AND renewal/retention
• The ability to execute on activity and pipeline expectations and published standards of excellence (M4S/Leading indicators)
• Outstanding verbal and written communication skills, with the ability to present to a diverse audience, both internally and externally
• A background and passion for driving value and growth with customers via virtual meetings - this takes the form of enablement sessions, strategy meetings, business reviews, and more in this role.
• Demonstrated ability to articulate the value of a complex enterprise technology
• 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 work in a fast paced environment
• The acumen for leveraging tools and data sets to gain insight into your clients use of MongoDB
• An entrepreneurial mindset - this is a new team so you must thrive in a changeable, often ambiguous environment and enjoy contributing to building process, enablement and best practices
• High levels of organization and attention to detail - you take ownership of customer situations and see everything through to resolution
• Team player and passion for collaboration - this role will work with customers that require alignment across the broader Go to Market ecosystem including; Solutions Architects, Professional Services, Tech Services, Deal Strategy, Legal etc.
• Prior exposure to database, cloud and infrastructure technology is a plus

• Work as a strategic advisor to the customer — aligning not only to their MongoDB initiatives, but also their internal processes, and overall corporate strategy - to continually progress the partnership forward
• Build pipeline through targeted, intentional, and quality customer interactions; effectively qualify customer needs through collaborative discovery to ensure the best proposed solution
• Proactively identify, qualify and nurture relationships within your accounts to expand stakeholder footprint and elevate MDB as a strategic partner
• Lead the sales and renewal process, from pricing and deal strategy to customer negotiation through to opportunity closure and implementation of solution
• Drive value realization to ensure clients achieve expected or desired outcomes; verify that customer is using all features and capabilities of MongoDB solutions to gain tangible value and positive business outcomes
• Execute on territory management & activity expectations, including ongoing tiering/prioritization of accounts, strategic account planning, and risk/deal reviews
• Maintain SFDC hygiene, including opportunity management, next steps and close dates; meeting categorization; churn logging & risk tracking
• Own and deliver an accurate forecast of your business week over week; quarter over quarter
• Leverage data signals and proactive outreach to identify and address potential risk within your portfolio
• Partner closely with MongoDB executives, product managers, and leadership to achieve positive customer outcomes
• Contribute to the overall culture of skill development for the RAM organization - sharing best practices, cross-collaborating, and mentoring peers in the spirit of driving results and global team performance

• Develop and execute strategic marketing plans:
• Bring marketing expertise: Act as a strategic marketing consultant to sales teams and clients, recommending tailored programs and tactics that align with both sales objectives and client needs
• Collaborate with cross-functional teams: Work closely with cross-functional teams like field marketing, partner marketing, customer marketing, demand generation, and developer advocacy teams to ensure delivery of a holistic marketing strategy within each account that incorporates cross-functional programs into 1:1 ABM plans
• Sales alignment: Work closely with the sales team and sales leaders to align marketing efforts with sales goals, provide sales enablement resources, ensure a smooth handoff of qualified leads, and communicate and educate the sales team regarding new and planned marketing activities including global, regional, and account-specific programs
• Measure impact & optimize: Track performance metrics and ROI, ensuring processes are in place to evaluate the effectiveness of your programs and apply insights to refine and optimize ABM campaigns for maximum impact

Educational and Professional Background:

• Bachelor's Degree or equivalent experience
• 5+ years of account marketing, field marketing, industry marketing, or sales experience. Tech industry experience is preferred but not required
• Experience working with large and complex enterprise accounts across multiple verticals, proven success record with accelerating and closing deals

Skills and Expertise:

• Experience with strategic 1:1 or 1:few account-based marketing; a portfolio of experience will be reviewed
• 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

Cross-Functional Collaboration:

• Experience working cross-functionally with enterprise or corporate sales, customer success teams, and account development teams, obsessing over addressable market and specific account goals
• Capable of mentoring sales partners to convey marketing value propositions and key messages effectively

Technical Proficiency:

• Proficiency with Google Workspace and Salesforce, and marketing technology tools like 6sense, Eloqua, Pathfactory, Sigma, Tableau

Attributes and Work Style:

• Must be a highly self-motivated, entrepreneurial professional who can excel in an autonomous work environment and proactively drive initiatives
• Be a strategic thinker with a drive to bring new ideas and creativity to the team
• Must communicate often and quickly to senior stakeholders and peers, while operating with grace in a fast-paced environment
• Ability to shift priorities is critical in a growth technology company
• Team ethos blends humor, positivity, strategic intensity, and MongoDB values into a cohesive, dynamic culture
• Time management, prioritization, and organizational skills are key

Additional Requirements:

• Travel required

The Strategic Marketing Manager will be successful in this role when they can execute the following strategic tasks/responsibilities:

• In 3 months you’ll have fostered a relationship with your Strategic Account teams (ex: sales, solution architects, field partner leads, customer success) to understand their top account priorities, begin planning marketing programs, and ramp on current account status and MongoDB product knowledge
• In 6 months you’ll have a clear understanding of your key objectives, have executed marketing activities with pipeline influence, and have started to become a trusted partner to your account stakeholders
• In 12 months you’ll have cemented yourself as a key account partner, be fully ramped and actioning against all account objectives