Associate Customer Success Manager

2 months ago

gurugram, India MongoDB Full time

This role is on our Customer Onboarding team which lives in the Product Led Customer Success Organisation. Our mission is to deliver a world class onboarding experience by encouraging best practices, accelerating time to value and ensuring an optimal start for new customers.
In this role, the Onboarding Success Manager will proactively monitor customers going through our Digital Onboarding programme to ensure they progress through defined milestones needed to make them successful. Using prescriptive touch points or 1:many programmes, you will provide an additional level of support for customers who need it. 

Individuals in the Associate Customer Success Manager role have a passion for technology and the ambition to dive head-first into new challenges. We are looking for someone who is looking to play an integral part in building best practices and processes while operating with a high level of autonomy in a changeable environment. 

We are looking to speak to candidates who are based in Gurugram for our flexible working model.

Our ideal candidate will have

Minimum 2+ years experience in Customer Success, Account Management, Client Services, Sales Development or other similar customer-centric role who are motivated to build a career in the growing world of Customer Success 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 - each Scaled CSM will work with a massive customer base, so the ability to react quickly and switch between various contexts is essential An entrepreneurial mindset - this is a relatively new team so you must thrive in a highly changeable environment and contribute to building this program from the ground up 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 - in this role you will work as a pooled CS resource for MongoDB customers. This means you must be able to work with other Scaled CSMs as well as with the broader MongoDB ecosystem A results oriented spirit and will be unafraid to seek new challenges A degree in Computer Science, MIS or exposure to database, cloud and infrastructure technology is a plus

On a given day you will

Grow Via structured enablement and investing in self development you will expand your technical knowledge and customer facing skills on a daily basis Take ownership engaging with a large portfolio via both inbound and outbound channels Coordinate customer meetings, validate and identify customer needs, potential challenges, and key success criteria Enjoy and promote the implementation of MongoDB features during every customer touchpoint using playbooks, product signals, and other relevant data points to look for opportunities to expand the MongoDB footprint with your customers (analytical mindset) Run webinars and/or enablement sessions with a group of customers to drive growth and further product adoption Identify and mitigate the risk of churn

Our ideal candidate will have

3-5 years of experience working in a Customer Success, Implementation Consultant, Onboarding Manager, Technical project management or similar customer-centric role Exceptional project management skills, you will need to hold customers and internal stakeholders accountable to action items to drive achievement of outcomes and milestones 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 - each Onboarding Success Manager will be responsible for onboarding 50+ customers in a given quarter while continuing to iterate on the program An entrepreneurial mindset - this is a brand new team so you must thrive in a highly changeable environment and contribute to building this program from the ground up 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 - in this role you will work across multiple pre and post sales teams to ensure customers are transitioned successfully into the post-sales ecosystem. This means working with Sales, Technical Services, Professional Services and more Prior exposure to database, cloud and infrastructure technology is a plus For Austin: Bilingual Spanish or Portuguese is a plus For EMEA: Bilingual is a plus

On a given day in this role you will

Take ownership of onboarding new customers across your business segment Coordinate with internal teams (Sales, Professional Services, Technical Services, etc) and our customers to ensure they are introduced to the platform effectively Enjoy and promote the implementation of MongoDB features during every customer touchpoint using playbooks, product signals, and other relevant data points to look for opportunities to expand the MongoDB footprint with your customers Build and deliver customized enablement and onboarding plans to ensure customers not only set up the product correctly, but also set their teams up for success Proactively identify risk and growth signals during the onboarding process

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