Sr. Manager, Customer Journey Programs
Company: ACCS - ARES Customer Care Solutions GmbH
Location: San Francisco
Posted on: October 19, 2024
Job Description:
The worldwide data management software market is massive
(According to IDC, the worldwide database software market, which it
refers to as the database management systems software market, was
forecasted to be approximately $82 billion in 2023 growing to
approximately $137 billion in 2027. This represents a 14% compound
annual growth rate). At MongoDB we are transforming industries and
empowering developers to build amazing apps that people use every
day. We are the leading developer data platform and the first
database provider to IPO in over 20 years. Join our team and be at
the forefront of innovation and creativity. We are looking for an
ambitious Customer Success leader who thrives on the opportunity to
transform people and processes to deliver a world-class customer
experience, at scale. The Sr. Manager, Customer Journey Programs
will lead the team responsible for the end-to-end design and
execution of the journey framework, including human-led programs,
digital-first automation, and 1:many initiatives. This role will
ensure that we have the repeatable processes and gold standard
programs to successfully steward our customers through attainment
of their desired outcomes - and wildly successful MongoDB
implementations! The ideal candidate has a proven track record of
producing a strategic portfolio of Customer Success programs across
the journey, coupled with experience leading a high-performing
team. This role will based out of our San Francisco office
Responsibilities:
- Own the customer journey roadmap and serve as a strategic
advisor across the organization to orchestrate delivery of a
customer-centric experience
- Align org-wide stakeholder groups including Customer Success,
Operations, Marketing, Product, Sales, and executive teams to build
consensus and drive results
- Define the moments that matter across the journey by which
human and digital-led programs will be executed to reduce friction
and accelerate velocity
- Lead the team responsible for the design, implementation, and
scale of the core Customer Success engagement methodology and
program portfolio
- Build a measurable framework to capture and prioritize customer
satisfaction and sentiment at key moments of truth across the
journey for ongoing optimization
- Deliver recurring snapshots of customer journey engagement and
effectiveness to inform prioritized recommendations and required
program enhancements
- Collaborate with stakeholders to analyze quantitative and
qualitative data to inform research-driven programs that stimulate
desired customer outcomes
- Develop framework for meaningful insight groups within our
customer communities and drive continuous listening efforts and
closed-loop engagement programs Qualifications & Requirements:
- Experience leading a multi-dimensional programs function in a
highly dynamic environment with a keen focus on accountability and
delivery excellence
- Outstanding collaboration skills with the desire and patience
to work cross-functionally with a diverse global team to establish
and meet shared organizational goals
- Proven program management skills, including the ability to lead
the development, documentation, and execution of a global Customer
Success portfolio
- Demonstrated hands-on experience in building customer journey
frameworks and scalable Customer Success processes and playbooks
aligned accordingly
- Passion for storytelling through an "outside in" perspective
with a knack for translating data from multiple sources into
actionable recommendations
- Self-starter that takes initiative for proactively supporting
both strategy and tactical execution plans with high attention to
detail and delivery excellence
- Excellent interpersonal skills including effective listening,
written and verbal communication, with the ability to influence and
align strategic priorities
- Ability to remain calm and focused when handling multiple
projects in an agile environment while still meeting deadlines with
ease and accuracy
- Related experience including 5+ years executing a global
Customer Success portfolio, and 2+ years of people management in a
high-growth, fast-paced environment To drive the personal growth
and business impact of our employees, we're committed to developing
a supportive and enriching culture for everyone. From employee
affinity groups, to fertility assistance and a generous parental
leave policy, we value our employees' wellbeing and want to support
them along every step of their professional and personal journeys.,
and help us make an impact on the world! MongoDB is committed to
providing any necessary accommodations for individuals with
disabilities within our application and interview process. To
request an accommodation due to a disability, please inform your
recruiter. MongoDB, Inc. provides equal employment opportunities to
all employees and applicants for employment and prohibits
discrimination and harassment of any type and makes all hiring
decisions 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.
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. MongoDB's base salary range for this role is posted below.
Compensation at the time of offer is unique to each candidate and
based on a variety of factors such as skill set, experience,
qualifications, and work location. Salary is one part of MongoDB's
total compensation and benefits package. Other benefits for
eligible employees may include: equity, participation in the
employee stock purchase program, flexible paid time off, 20 weeks
fully-paid gender-neutral parental leave, fertility and adoption
assistance, 401(k) plan, mental health counseling, access to
transgender-inclusive health insurance coverage, and health
benefits offerings. Please note, the base salary range listed below
and the benefits in this paragraph are only applicable to
U.S.-based candidates. MongoDB's base salary range for this role in
the U.S. is: $101,000-$198,000 USD
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Keywords: ACCS - ARES Customer Care Solutions GmbH, San Ramon , Sr. Manager, Customer Journey Programs, Executive , San Francisco, California
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