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, Richmond , Sr. Manager, Customer Journey Programs, Executive , San Francisco, California