Team Lead - Sales Operations Support

Gurugram

This is a rare opportunity to work for a breakthrough company that is reinventing a $100B software market. MongoDB is the fastest growing database in the world, and the MongoDB community is redefining industries with exceptionally innovative applications. To help fuel and handle this growth, we are looking for someone to join our own innovative, outstanding 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 2nd Shift (2:00pm-10:00pm), with occasional support provided for 3rd Shift (8:00pm-4:00am). Work Location: Gurugram

Job Responsibilities

The Lead will be responsible for growing and mentoring a team of 3-4 SalesOps Associates (individual-contributor-level roles of 1-3 years prior experience). This role reports to the Sales Operations Support Manager based in Gurugram,India office; under a VP of Sales Operations based in our New York City headquarters. This role also will be working in an office with other established teams in Sales, HR/Recruiting, Marketing Operations, Finance/Deal Desk, and Research.

Key responsibilities

  • Front-line/Tier-2 Support for Sales via the SalesOps Case Queue, including initial triage of new Cases, troubleshooting/resolving/responding to Cases as knowledge & experience allows, and calling out cases to Salesforce.com Administrators or other teams like Deal Desk where appropriate

  • Serve as an initial point of escalation from other Sales Support functions (Deal Desk, Commissions, Support Operations) where they need assistance from SalesOps

  • Data cleanliness activities such as reviewing and correcting both recurring and ad hoc data audits

  • Data updates, such as Account/Territory Assignments

  • User Administration, such as activating new users and deactivating departing users in various sales tools

  • Maintenance of Salesforce.com reports & dashboards

  • Identification of trends of issues, problems, and requests that may be symptoms of broader opportunities for improvements in processes, tools, or training

  • Configuration/setup tasks in Salesforce.com and other Sales Tools, such as our custom Territory Management solution or our user hierarchy management in Aviso (forecasting tool)

  • Note : Refer Skill & Knowledge Matrix to understand & perform Prescriptive/Easy, medium complexity & difficult work tasks

  • Given an introduction to the context in which a medium/complex sized task fits, can complete it independently or with minimal support/mentorship

  • Able to scope and develop small/medium features on their own.

  • Leads projects and/or small teams.

  • Participates in and supports initiatives outside of the main area of responsibility, such as evangelism and recruiting."

Team Span

  • Handle/Lead a Team of upto 4 to 5 SalesOps Associates

  • Professional Character and Responsibilities

  • Take ownership for their team/project.

  • Communicates effectively and patiently to all members of the organization.

  • Keeps team morale high.

  • Supports and motivates team members.

  • Is meticulous about giving appropriate credit to team members.

  • Teaches and promotes MongoDB's core values through iconic action

Preferred Skills & Experience

  • Preferably 2 years of team leading experience & progressed through an associate role

  • Someone who has been a SalesOps associate in the past, who in addition has a very broad knowledge of the entire product, and can help with any component, or type of issues

  • Should act as a first point of escalation for the team member's to help in resolving their day to day queries,issues etc

  • Should be able to demonstrate Mastery in associate role & have ability to coach, mentor & train new hires in the process

  • Strong awareness of the state of the product and team at all times

  • Very Proficient in Microsoft Excel, e.g. should know commonly used functions like VLOOKUP, COUNTIFS, SUMIFS, Pivot Tables

  • Able to understand the relationships between different objects within Salesforce & their relevance, makes well-reasoned judgements/decisions in order to fulfill the requestor's ask

  • Has subject matter expertise in at all aspects of Sales Operations processes

  • Has deep knowledge of the entire system and very strong problem solving skills, and can jump into code in any component and contribute.

  • Job Complexity & Scope of Responsibility

  • Easily comprehend complex case queries/requests, apply judgement & perform complex tasks

  • Can break down a specification as per the requester into tasks that can be divided/broken down & worked upon in parallel by multiple associates to expedite resolution

  • Should be good at workload assignment, eyeballing critical/urgent cases from the queue and allocating it to the right resources

  • Handles customer critical issues for their area of expertise and adjacent areas - rarely needs to call out further if our own SalesOps team can be used

  • Liaison with key external partners & knows when to raise to various team’s (Deal desk/Bookings/Sales/Senior Sales leadership etc.)

  • Should have the ability & prior experience to understand & document some of our processes in form of SOP/Knowledge articles

  • Contributes to driving backlog reduction

Life at MongoDB

Our India office culture

  • 200+ people, with teams in Sales, Engineering, HR, Finance, IT & Marketing

  • Regular group outings and opportunities to get to know your colleagues

  • Employee affinity groups

Our Benefits

  • Competitive salary and equity

  • Comprehensive Health cover, dental cover, travel insurance & Life Insurance

  • Free lunch twice per week and a fully stocked kitchen with healthy and sweet treats

  • 20 weeks of Paternity and 26 weeks of Maternity leave to spend time with new arrivals

*MongoDB is an equal opportunities employer*

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