Professional Services Operations Specialist at MongoDB
MongoDB Professional Services exist to support the development of our customers’ vision, accelerate customers’ time to value, and drive a multitude of customer adoption scenarios - from building new solutions to modernising legacy applications or migrating to cloud. Our consulting solutions ensure that organizations get the best out of MongoDB.
The Professional Services (PS) Operations Specialist will be part of a global Operations team. This role is responsible for the overall operations of MongoDB Services in North America alongside another Operations Specialist in this region. This is a key, busy and cross-functional role working closely with clients, sales, consultants, and the finance and legal teams to ensure successful delivery of services. This role is primarily responsible for project staffing and resource scheduling on a broad range of consulting engagements. In parallel, this role focuses on developing and implementing best practices and initiatives for our growing Services team. This role will report to the Director of Operations, Worldwide PS.
Staff projects and schedule resources on a broad range of consulting engagements
Work strongly with the Regional PS Managers and Project Managers, become their trusted partner and strategize on how best to engage with customers and their specific needs
Interact closely and in a timely and professional manner with MongoDB clients to ensure the successful delivery of services purchased and prevent cancellations
Pro-actively manage the backlog of consulting engagements and anticipate services changes such as extensions or conversions in alignment with the company policies
Ensure team utilization targets are met
Ensure high customer satisfaction and referenceability
PS Team Operations
Ensure weekly and monthly time tracking submissions and approvals meet the org deadlines
Support the onboarding and offboarding of new hires and contractors
Develop, implement, document and enforce best practices that can continually enhance MongoDB Services and its scale
Drive awareness and compliance of the org policies
PS Business Operations
Report and forecast on team utilization targets
Track all consulting engagements within Financial Force which is our PSA tool
Skills and Behaviours
A Bachelor's degree is required; advanced degree preferred
Proven track record of managing operations for fast growing teams
Exceptional verbal and written communication is required
Must be proactive and able to use initiative with a willingness to learn on the job
Must be able to multi-task and adapt to last minute changes
Passion for driving scale, operational excellence and efficiencies
Ability to prioritize, highlight risk and escalate as appropriate
Ability to establish credibility with business owners from around the organization and to create strong partnerships with other teams
Flexible in approach with a can-do and positive attitude
Previous experience in customer success roles or consulting is a plus
Previous experience using FinancialForce is a plus
Communication: Build strong relationships and keep stakeholders accountable, manage expectations and risks with a wide range of audiences.
Operational excellence: Comply with the team and PS org day to day processes at all times. Suggest processes and controls that seamlessly adapt to the business growth and changes over time.
Proactive mindset: Think forward, anticipate how to best juggle resources and the backlog and bring the necessary stakeholders to the equation to prevent last minute emergencies
Problem solving: Collect, analyze challenges and bring solutions to the table