Sales Operations Support Manager (APAC)

New Delhi/Gurgaon

This is a rare opportunity to work for a breakthrough company that is disrupting a $40B software market. MongoDB is the fastest growing database on the planet, and the MongoDB community is transforming industries with incredibly innovative applications. To help fuel and manage this growth, we are looking for someone to join our own innovative, world-class Sales Operations team that provides front-line support for our internal global Sales organisation of ~400 people (and growing rapidly) spread across dozens of locations in North America, Europe, India, China, and Australia/New Zealand.

  • Shift Timings: Primarily 3rd shift with flexibility to provide necessary coverage across 2nd Shift (2:00pm-10:00pm) & 3rd Shift (8:00pm-4:00am). Cabs will be provided
  • Work Location: Gurgaon

Job Responsibilities

This Manager will be responsible for growing and managing an existing team of four SalesOps Associates (individual-contributor-level roles of 1-3 years prior experience) on 2nd Shift, growing to a team of 8-10 by the end of the year (and likely to continue growing next year), spread across both 2nd & 3rd Shifts to provide more timezone coverage with the bulk of our Sales Teams in Europe and the United States. The SalesOps Associates this Manager will be responsible for are akin to a Tier 1 or Tier 2 level Support Agent, supporting MongoDB’s internal global Sales teams (ticket volumes of approximately 150-300 tickets per week) with frequently asked questions, common administrative tasks, data stewardship and cleanliness tasks, common reports, etc.

This role reports to a Director of Sales Operations based in Seattle, WA, USA, responsible for Sales Systems & Support with teams in Delhi, Dublin, and Palo Alto; under a VP of Sales Operations based in our New York City headquarters. This role also receives local support in our Gurgaon office from our local Country Manager, and will be working in an office with other established teams in Sales, HR/Recruiting, Marketing Operations, Finance/Deal Desk, and Research, some of which will also be opening their own 3rd Shift teams as well this year.

Recruiting

  • Hire to build a new team to open 3rd Shift to align support of our Sales internal customers with our heaviest workload during US Business Hours
  • Recruit, interview, and hire additional SalesOps Associates, and maintain a pipeline of candidates for future job openings that arise due to expansion of the team, or to backfill attrition/promotions who leave the team

Development

  • Train new SalesOps Associates in our standard operating procedures and policies until they can work common issues/requests independently. Common ramp time is 3-6 months, but we would like to streamline processes & training and improve documentation to reduce ramp times
  • Coach/mentor ramped/tenured SalesOps Associates to help them develop new skills, gain more experience, and work towards their aspirational career goals. Examples of possible career paths could be (but not limited to): future Team Leads/Managers of the growing team, or roles in other teams, such as, Salesforce.com & Sales Systems Administration, Sales Planning & Analysis
  • Through ongoing training & development and getting the team fully ramped, work to increase the scope of work the team can handle from Tier-1-type well-defined & documented requests, to more abstract or ambiguous requests, and eventually to taking on additional project type work

Execution

  • Manage a team spread across two different shifts that align with European & American business hours
  • Monitor for successful and accurate completion of requests we receive through our internal support ticketing queue, ensuring requests/tickets are being followed up on and not falling through the cracks
  • Ensure compliance with our team procedures, like timely and accurate ticketing triage, proper prioritization of work, balanced distribution of tickets across the team with awareness towards aligning the complexity of the request with the skill-level of the associate to work it
  • Drive proactive review and correction of data audits and exception reports to ensure clean and accurate data in our systems
  • Serve as first line of escalation for SalesOps Associates who have questions they need help with, escalate further to other teams as needed depending on the nature of the request
  • Identification of trends of issues, problems, and requests that may be symptoms of broader opportunities for improvements in processes, tools, or training
  • Author documentation for our standard operating procedures to be referenced by our SalesOps Associations, and maybe also by our Sales teams
  • Interface with other teams, both within SalesOps (e.g. Salesforce.com & Sales Systems Administrators in Ireland & US, Sales Planning & Analysis in NY) and outside of SalesOps (e.g. Finance/Deal Desk, Financial Planning & Analysis, Support Operations, Customer Success Operations, IT, etc), as needed to support or improve cross-functional processes
  • Help work the ticketing queue during busy times when needed due to increased volume and/or reduced staff capacity (e.g. Associates out of office due to PTO or illness)
  • Occasional travel for Team Meetings, Events, or Training may be required, but shouldn’t be more than 10% (average maybe once per quarter)

Preferred Skills & Experience

  • 2+ years of prior experience managing a team of Support Agents & Support processes is required. This can be from managing external Customer Support teams/processes, but managing internal support teams, such as in Sales Operations, Deal Desk, IT, etc, would be preferred
  • Work experience in a Support function (like Sales Operations, Desk Desk, IT, or Customer Support) prior to Management experience noted above
  • Proficient in Microsoft Excel, e.g. should know commonly used functions like VLOOKUP, COUNTIFS, SUMIFS, Pivot Tables
  • Prior experience with writing Standard Operating Procedures documentation preferred
  • Prior experience working with Salesforce.com as a user and familiarity with the standard Lead, Account, Contact, Opportunity structure, searching, editing records. Prior experience working with bulk update tools like Data Loader or DemandTools a plus
  • Prior Salesforce Administration experience a plus but not required
  • Attention to detail
  • Works well with ambiguous questions/requirements and can work through the problem/request to get to a solution
  • Adaptive to constantly shifting priorities and responsive to unpredictable volume of inbound requests with varying degrees of urgency
  • Prior experience working with Salesforce Object Query Language (SOQL) a plus but not required, though would need to be learned. Working knowledge of relational databases and SQL is a plus if no prior experience with SOQL
  • A degree in a technical or business discipline is a plus

*MongoDB is an equal opportunities employer*

To applicants in the European Union: Please find our EU applicant personal information notice here.

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