FSI Client Success Partner
2 weeks ago
About the role
The Client Success Partner will be responsible for overseeing multiple technical resources dedicated to servicing our strategic customer. Reporting to customer executives and internally to high-level executives, this role will serve as the primary point of contact between our organization and the customer, ensuring alignment of project objectives, timely delivery of solutions, and overall customer satisfaction. The successful candidate will possess strong leadership, communication skills, and high organizational skills in their workflows, operating in a very structured manner to ensure all aspects of the project are meticulously managed. They will have a proven track record of successfully managing complex technical projects and customer relationships. Additionally, they will demonstrate the ability to provide forward-looking insights, anticipate future needs, and drive continuous improvement to enhance the customer experience.
What you will be doing
Project Planning and Execution:
Develop and implement comprehensive project plans outlining key deliverables, milestones, and resource allocationsCoordinate closely with internal technical teams to ensure seamless execution of project tasks and alignment with customer expectationsAct as the primary liaison between the organization and the customer, cultivating strong relationships with customer executives and stakeholdersProactively identify project risks and develop mitigation strategies in collaboration with cross-functional teamsStakeholder Management:
Cultivate and maintain trusted relationships with customer stakeholders, including executives and technical leadsEffectively communicate project updates, milestones, and risks to both internal and external stakeholdersServe as the escalation point for critical project issues, providing timely updates and recommendations to senior managementRisk Management and Issue Resolution:
Take decisive action to address any issues or challenges that arise during project executionProvide regular updates and reports to high-level executives, translating technical details into strategic insightsPerformance Monitoring and Quality Assurance:
Monitor the performance of technical resources closely, ensuring adherence to project timelines and quality standards.Conduct regular assessments of project deliverables and customer satisfaction levels.Champion a culture of excellence and accountability within the project team.Strategic Planning and Forward-Looking Insights:
Provide strategic guidance and forward-looking insights to both internal and external stakeholders.Collaborate with customer executives to identify long-term business objectives and align project activities accordingly.What you will bring to the table
Bachelor's degree in Business Administration, Engineering, Computer Science, or related field; Master's degree preferred12+ years of experience managing Enterprise-scale customers with complex technology landscape, for a fast paced SaaS product / portfolio5+ years of recent experience managing FSI customers as a strategic engagement manager / equivalent, accountable for governance, tracking against KPIs and value tracking. Lead business reviews and owning relationships with C / EVP level stakeholders Proven prior experience in project managing large services engagement involving technical resources and escalation management ( TAM or equivalent )High organizational skills in workflows, operating in a very structured manner to ensure meticulous management of all project aspects.Solid understanding of project management methodologies, tools, and techniques.Experience in presenting programme updates and risks to C / EVP level executives.Proven ability to provide a forward-looking view, anticipating future customer needs, market trends, and technological advancements.Customer-focused mindset with a commitment to delivering exceptional service and building long-term relationships with key accounts.Ability to navigate and mitigate risks effectively, with a focus on problem-solving and proactive issue resolution.A mind for technology We’ll teach you all about MongoDB and databases, but our customers and product are inherently technical and you should have an aptitude and curiosity to learn about those concepts and how you can position product value to our customersPrior exposure to database, cloud and infrastructure technology is a plusStrong leadership and communication skills.Things we love
Risk Mitigator - identifying technical or business blockers to success for customers and proactively mitigate them by rallying the necessary resourcesPersonal Trusted Advisor - recommending standard and advanced methodologies in order to make customers successfulAccount Strategist - understand where the customer’s business and align account strategy accordingly and in alignment with the customerBusiness Builder with an entrepreneurial mindset - finding opportunities for your customers to adopt new products, use cases across different business linesWhy join now
MongoDB invests heavily in the development of each of our new hires & continuous career development Best in breed Sales trainings, including our comprehensive Sales Bootcamps and development programsNew hire stock equity (RSUs) and employee stock purchase planGenerous and competitive benefits (parental leave, fertility & wellbeing support)Friendly and inclusive workplace culture --
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