MongoDB2 дня назад
Strategic Customer Success Manager - French Speaking
Зарплата не указана
Dublin
Обязанности
- 01Thrive with a high level of ambiguity and operate autonomously while maintaining a customer‑centric approach and helping to build the program
- 02Serve as the main point of contact for MongoDB end users, leveraging technical and account management skills and acting as the account team leader across Sales, Professional Services, Solutions Architects, etc.
- 03Work as a strategic advisor to customers, providing guidance on MongoDB best practices and overall technology strategy, including running enablement sessions, advising on optimization of technical environment and spend, positioning and recommending product features to accelerate time‑to‑value and growth
- 04Guide customers through the customer journey to accelerate time‑to‑value from MongoDB, overseeing the technical success plan from committed ARR to active consumption, including advising on deployment health and strategies for operating and maturing MongoDB environments
- 05Proactively identify and mitigate technical risks for complex accounts by designing custom remediation plans and implementing best practices to pre‑empt critical issues
- 06Facilitate resolution of high‑stakes customer challenges while identifying strategic opportunities to expand MongoDB usage through optimized technical solutions
- 07Collect feedback and identify roadblocks from customers to inform internal teams (Product, Professional Services, Leadership) on how MongoDB can build a stronger product and go‑to‑market organization
- 08Act as the link between customers and product engineering to develop new innovative solutions, helping shape the future product roadmap
- 09De‑escalate and resolve critical customer issues and complaints by finding the best possible solution for both the customer and MongoDB
- 10Build and execute account plans to mitigate risk and drive growth 3+ quarters out across the portfolio
- 11Lead in‑person executive business reviews for strategic customers, interfacing with C‑suite executives and technical leaders to align business objectives and agree on mutual success plans
- 12Work on strategic internal projects to help build the Customer Success program, creating and teaching best practices, new processes, and enablement to the broader organization
- 13Document all customer interactions in internal systems, including Gainsight and Salesforce.com
- 14Provide feedback and guidance to leadership on key signals within MongoDB Atlas that indicate healthy or unhealthy customer accounts, and share insights with internal teams
- 15Manage the relationship with Sales Leadership and Account Executives in the territory, including reporting on business performance, training on best practices, and rolling out program updates
- 16Forecast expected churn and growth to senior leadership
- 17Help interview, onboard and ramp new team members
- 18Act as a leader amongst peers, running enablement sessions, product certifications and being vocal in the team
Требования
- 019+ years experience in Customer Success, Technical Account Management, Professional Services or similar customer‑centric role for a technical product (ideally consumption based)
- 025+ years experience accountable for customer health and revenue realization for a defined book of business/portfolio of accounts for Forbes Global 2000 customers
- 03Background and passion for advocating on behalf of customers, acting as an extension of the customer team within MongoDB
- 04Aptitude and curiosity to learn about MongoDB, databases and related technical concepts
- 05Ability to act with high level of autonomy, taking full ownership of customer portfolio and making key decisions to drive effective outcomes
- 06Entrepreneurial mindset, willing to deviate from established procedures and build new processes to best serve the customer segment
- 07Team player approach with passion for collaboration, aligning closely with Sales, Professional Services, Tech Services and the broader MongoDB ecosystem
- 08Demonstrated continuing technical education (e.g., MongoDB DBA track, hyperscaler certifications)
- 09Prior exposure to database, cloud, and infrastructure technology is a plus
- 10Fluency in French and English is required
Условия
- 01Hybrid working model
- 02Based in Paris or Dublin