Job Specifications
About The Role
The Client Success Partner will be responsible for building and delivering on programs that help drive the adoption, developer fluency, and ease of use of MongoDB, measured by the growth in MongoDB apps built by the customers, the increased adoption of MongoDB products and features like vector search, and the retention of the customer’s MongoDB install base.While doing so, this role will direct multiple, post-sale delivery resources dedicated to servicing our strategic customer including but not limited to (Technical Account Managers [TAM], Named Technical Support Engineers [NTSE], Resident Consulting Engineers [RCE]), Project Managers. In addition to this cross-functional oversight, this role will also be responsible for the direct leadership of the other Customer Success team members (CSMs) aligned to the account.
This role will serve as the primary post-sale point of contact between our organization and the customer and will require strong executive relationship skills internally and externally. This includes ensuring alignment of customer program-based objectives, timely delivery of technological solutions, and overall customer satisfaction. The successful candidate will possess strong leadership, executive communication skills, and high organizational skills in their workflows, operating in a very structured manner to ensure all aspects of the relationship are meticulously managed. They will have a proven track record of successfully managing complex projects, programs and customer relationships. Additionally, they will demonstrate the ability to provide forward-looking insights, anticipate future needs, and drive continuous improvement to enhance the customer experience.
This role can be based hybrid out of our Toronto office.
What you will be doing
People Leadership
Recruit, mentor, develop and directly lead individuals on the CSM team assigned to the account
Account Planning and Execution
Develop and implement comprehensive programs outlining key deliverables, milestones, and resource allocations across MongoDB and the customer teams. Examples include collaborating with the customer’s Cloud center of excellence to define and implement strategies that remove technological blockers and facilitate the ongoing consumption and implementation of MongoDB Enterprise Advanced and Atlas.
Gather customer priorities and align resources to execute against customer initiatives, at times needing to manage and coordinate multiple delivery functions within a single initiative
Act as the primary post-sale point of contact between the organization and the customer, cultivating strong relationships with customer executives and stakeholders
Proactively identify risks at the account level and develop mitigation strategies in collaboration with cross-functional teams
Develop the account strategy in partnership with the Regional Director and Strategic Account Executive including activities, deliverables, and measures of success
Increase the executive relationships established within the account and conduct Executive Business Reviews at an account level
Serve as an internal point of escalation to delegate and distribute tasks to ensure timely completion or project activities to drive programs forward
Stakeholder Management
Cultivate and maintain trusted relationships with customer stakeholders, including executives and technical leads
Effectively communicate project updates, milestones, and risks to both internal and external stakeholders
Serve as the escalation point for critical project issues, providing timely updates and recommendations to senior management
Risk Management and Issue Resolution
Take decisive action to address any issues or challenges that arise during project execution
Provide regular updates and reports to high-level executives, translating technical details into strategic insights
Strategic Planning and Forward-Looking Insights
Provide strategic guidance and forward-looking insights to both internal and external stakeholders
Collaborate with customer executives to identify long-term business objectives and align project activities against those measures accordingly
Performance Monitoring and Quality Assurance
Monitor the performance of the engagement against agreed metrics, ensuring adherence to timelines and quality standards
Conduct regular engagement and business reviews with the C-level customer stakeholders to assess outcomes delivered, risks and overall customer satisfaction levels
Champion a culture of excellence and accountability within the project team
What you will bring to the table
Bachelor's degree in Business Administration, Engineering, Computer Science, or related field; Master's degree preferred with 1-2 years of management experience, preferably in a customer success or account management capacity
12+ years relevant experience in CS, AM, Client Services, or similar customer-facing roles
9+ years of experience in managing enterprise customers with a mu
About the Company
Headquartered in New York, MongoDB's mission is to empower innovators to create, transform, and disrupt industries by unleashing the power of software and data. Built by developers, for developers, our developer data platform is a database with an integrated set of related services that allow development teams to address the growing requirements for today's wide variety of modern applications, all in a unified and consistent user experience. MongoDB has tens of
thousands of customers in over 100 countries. The MongoDB databa...
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