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MongoDB Associate Customer Success Manager Scaled Brazil, São Paulo, São Paulo 326088276
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Our ideal candidate will have
- 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
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