Tech Stack

Description

You will act as a strategic advisor to MongoDB customers, providing guidance on best practices and technology strategy while proactively identifying and mitigating technical risks. You'll facilitate resolution of high-stakes customer challenges and act as the link between customers and product engineering to develop innovative solutions. This role involves building and executing account plans, leading executive business reviews, and helping to develop the Customer Success program.

Requirements

• 7+ years experience in Customer Success, Technical Account Management, Professional Services or similar customer-centric role for a technical product
• 4+ years experience being accountable for customer health and revenue realization for Forbes Global 2000 customers
• Background and passion for advocating on behalf of customers
• Mind for technology with aptitude and curiosity to learn about technical concepts
• Ability to act with high level of autonomy and take full ownership of customer portfolio
• Entrepreneurial mindset to build new processes and practices
• Team player with passion for collaboration
• Prior exposure to database, cloud, and infrastructure technology is a plus
• Bilingual English and German

Responsibilities

• Work as a strategic advisor to customers on MongoDB best practices and technology strategy
• Collect feedback and identify roadblocks from customers to inform internal teams
• Proactively identify and mitigate technical risks for complex accounts
• Facilitate resolution of high-stakes customer challenges while identifying expansion opportunities
• Act as the link between customers and product engineering to develop innovative solutions
• De-escalate and resolve critical customer issues and complaints
• Build and execute account plans to mitigate risk and drive growth
• Lead in-person executive business reviews for strategic customers
• Work on strategic internal projects to help build the Customer Success program
• Document all customer interactions in internal systems
• Provide feedback and guidance to leadership on key customer health signals
• Manage relationships with Sales Leadership and Account Executives
• Forecast expected churn and growth to senior leadership
• Help interview, onboard and ramp new team members
• Act as a leader amongst peers through enablement sessions and team meetings