Customer Success Specialist

| Austin
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We are looking for a driven, enthusiastic and hands-on Customer Success Specialist to help our customers realize and maximize the value of their MongoDB products and services.

Individuals in this role have a passion for technology and the ambition to dive head-first into new challenges and are adaptive and excited to help innovate with new processes with a customer-centric mindset and attitude. We’re looking for someone who thrives by having regular interactions with customers and is proactive in their outreach.

The Customer Success team at MongoDB is responsible for building relationships with our customers and becoming a trusted advisor and “go-to” person for best practices and advice. We are an integral part of our customer’s success with MongoDB and bring value to every interaction - from onboarding and product adoption to growth. We are a global team spread across our offices in New York City, Austin, Dublin, and Sydney. 

Our ideal candidate will have

  • At least 1-2 years of experience working in a Customer Success, Account Management, or similar customer-focused role
  • Experience with technologically complex accounts and/or SMB/Enterprise market customers in a fast-paced SaaS environment
  • A mind for technology - we’ll teach you all 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
  • High levels of organization and attention to detail - you understand what it means to own a customer portfolio and to prioritize and manage your time efficiently as you maintain accurate records and provide timely reporting
  • A passion for teamwork and collaboration - you’ll be working with multiple teams on a regular basis and will help to build the Customer Success “brand” across our entire organization
  • The ability to be adaptive to an ever-changing environment, where you are constantly improving yourself, your team and (y)our processes
  • Exceptional verbal and written communication skills, with the ability to present to a diverse audience, both internally and externally
  • Prior exposure to database, cloud and infrastructure technology is a plus
  • The ability to speak Spanish or Portuguese in a business environment (preferred, but not required)

Position Expectations

  • You have an entrepreneurial spirit and are not afraid to take on new challenges
  • You take ownership as you manage a large customer portfolio across many industries and use cases
  • Your main focus will be retention using engagement playbooks and indicators; We will look to you to evolve those over time and as we gain additional insights particularly about customers who started adoption MongoDB more than two years ago.
  • You organize customer and project (re-)onboarding meetings, validating and identifying customer needs, potential challenges, and key success criteria
  • You enjoy and promote the implementation of MongoDB features across your assigned customer portfolio using playbooks, product signals, and other relevant data points
  • You are able to successfully identify and mitigate the risk of churn and are focused on ensuring customer satisfaction
  • You help develop and implement best practices and processes to contribute to MongoDB’s Customer Success Program

As a Customer Success Specialist, you will be successful when you can become a:

  • Risk Mitigator - Identify blockers to product adoption and preventing revenue and account churn
  • Trusted Advisor - Recommending best practices in order to help the customer achieve their business outcomes
  • Portfolio Master - Understand and can relay trends in your customer portfolio and provide recommendations to our business for maximized results

*MongoDB, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws*

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Technology we use

  • Engineering
    • MongoDBDatabases

Location

3711 S MoPac Expy, Austin, TX 78735

An Insider's view of MongoDB

How would you describe the company’s work-life balance?

MongoDB selects intelligent and capable individuals who are motivated to capitalize on the massive opportunity in front of us. Although we are chasing this opportunity, there is incredible work-life balance in the form of numerous team outings and a flexible PTO policy.

Chris

Corporate Account Executive

What does your typical day look like?

On a typical day, I work on new accounts, renewals, and meet with prospects. I speak with executives and developers about their applications and get to be at the forefront of the newest technologies! It's great to work for a business that your clients love. We get the best support from our leaders and training to keep us sharp on our skills.

Jessica

Corporate Account Executive

How does the company support your career growth?

MongoDB has grown exponentially over the past few years and as a result, there are numerous opportunities for career advancement. To keep pace, the company is constantly investing in developing its people to lead the next phase of our organization. For those looking to take their career to the next level, there is no place better than MongoDB.

James

Customer Success Manager

What unique initiatives do you have that encourage innovation?

The SDR Team is constantly re-evaluating and improving the way we support and add value to the rest of the Sales Org. In fact, on a quarterly basis, each person on the team proposes and executes a 'team improvement project,' which is something that they feel will add value to the team. These projects ensure that each SDR constantly innovates.

Gigi

Director of Sales Development

How do you collaborate with other teams in the company?

In any organization, it is essential for teams and departments to work together seamlessly in order to be effective. At MongoDB, the people and their ability to work together is a large reason for its success. Our sales teams interact with other business units on a daily basis.

Brent

Regional Sales Director

What are MongoDB Perks + Benefits

MongoDB Benefits Overview

At MongoDB, our employees get to make a huge impact and disrupt the database software industry every day. However, making a large impact isn’t the only perk of working at MongoDB. We also provide our employees with the resources they need to thrive in many aspects of their lives. We’re devoted to creating an open, innovative, and supportive environment for our team.

From flexible PTO and yoga classes, to fertility assistance and an amazing parental leave policy — the opportunity to make an impact at MongoDB is real and we want to support all of our employees in that journey.

Take a look at just some of the benefits we offer our employees.

Culture
Volunteer in local community
Since its September launch, MongoDB serves ATX has donated over $7,000 to organizations in the local Austin Community!
Partners with Nonprofits
Our Austin office partners with a variety of local charities and non-profits such as Habitat for Humanity, Doc & Gayle Young Food Drive, and more.
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Someone's primary function is managing the company's diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Child Care & Parental Leave Benefits
Child Care Benefits
MongoDB provides Backup child care assistance.
Generous Parental Leave
MongoDB offers 20 weeks of paid parental leave for both mothers and fathers, and 4 additional weeks of flexible work arrangements for employees who have been with the company for at least 12 months.
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Adoption Assistance
Company sponsored family events
MongoDB sponsors family oriented events Annually.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Sabbatical
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
We offer employees Free on-site garage parking.
Recreational Clubs
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
MongoDB hosts lunch and learn meetings once per quarter.
Cross functional training encouraged
Promote from within
Mentorship program
Learn about our Upskill program for SDRs to grow into a corporate sales role: https://www.mongodb.com/blog/post/mongodbs-sdr-upskill-program-the-path-from-sales-development-to-corporate-sales

Additional Perks + Benefits

To read about all of our benefits, take a look at this blog post: https://www.mongodb.com/blog/post/employee-benefits-that-make-a-differe…

We offer: Family support programs, fertility and adoption assistance, flexible PTO, employee affinity groups, mental health benefits, wellness and event programs, global mobility options, and more!

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