Customer Engineering Technology Partner

New York City, Remote North America

The database market is massive (the IDC estimates it to be $119B+ by 2025!) and MongoDB is at the head of its disruption. The MongoDB community is transforming industries and empowering developers to build amazing apps that people use every day. We are the leading modern 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.

MongoDB is looking for an expert to join our TechOps Engineering team who will play a key partner to our Customer Engineering (CE) teams. CE functions this person will work closely with include: Solution Consulting, Professional Services, and Technical Support. 

In this role, the CE Technology Partner will deeply understand the goals and challenges of these CE functions by becoming a subject matter expert on processes, data, our systems and their limitations. They will work to establish priorities and a roadmap with each team to address our most urgent needs, and will become the trusted advisor on the evolution of our CE platforms & technical systems. 

An ideal candidate will: have a strong understanding of one or more of our CE functions, is vested in building highly strategic and impactful solutions marrying technology with process, will challenge the status quo and work with the CE and TechOps Engineering teams to drive technical systems forward.  

This role will be based remotely in North America.

Responsibilities

  • Serve as voice of the customer for Customer Engineering and Operations 
  • Guide discussions with stakeholders, and advise on product and process maturity, data sensitivity (such as GDPR), potential tradeoffs, scope creep and provide implementation options including crawl-walk-run phases 
  • Facilitate cross-functional discussions to gain consensus and drive the execution of products and features from inception through production rollout and support
  • Document product requirements for work to be undertaken by the TechOps Engineering teams, and develop user stories with different personas such as employees, super users and system administrators
  • Collaborate with CRM Engineering and other TechOps teams to prioritize work requests, assess the value against effort, and map the requests back to overarching Customer Engineering team objectives to build scalable programs that support a stellar employee and [MongoDB] customer experience
  • Develop and maintain a comprehensive product roadmap for CE Business Systems 
  • Serve as user champion in engaging end users in driving system engagement in testing and rollout, through training and documentation of FAQs or internal playbooks
  • Develop product metrics to evidence the degree of success of initiatives, assist with  retrospectives where necessary to identify areas of continuous improvement

Qualifications

  • Strong operational expertise in one or more Customer Engineering functions is a must, 
  • 5 or more years of experience in an operations, product management, or consulting role responsible for driving Customer Engineering service delivery
  • Extensive knowledge of best-in-breed CE applications including but not limited to SFDC, FinancialForce, Thought Industries, Frame.ai, ServiceCloud, etc
  • Able to communicate effectively with both business stakeholders and engineering teams to conceptualize and sell ideas internally and attain win-win outcomes
  • Experience integrating data across a plethora of system platforms, ability to define systems ownership, and ability to advise on best practices for master data management
  • Strong negotiation skills matched with a track record of sustained successful partnership with cross-functional teams
  • Excellent analytical, organizational, and time management skills
  • Ability to lead multiple projects simultaneously that have fluctuating requirements, and  time-sensitive deadlines

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. Learn more about what it’s like to work at MongoDB, and help us make an impact on the world!

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