MongoDB's mission is to empower innovators to create, transform, and disrupt industries by unleashing the power of software and data. We enable organizations of all sizes to easily build, scale, and run modern applications by helping them modernize legacy workloads, embrace innovation, and unleash AI. Our industry-leading developer data platform, MongoDB Atlas, is the only globally distributed, multi-cloud database and is available in more than 115 regions across AWS, Google Cloud, and Microsoft Azure. Atlas allows customers to build anywhereon the edge, on premises, or across cloud providers. With offices worldwide and over 175,000 developers joining MongoDB every month, it's no wonder that leading organizations, like Samsung and Toyota, trust MongoDB to build next-generation, AI-powered applications.
MongoDB is looking for a highly motivated individual to lead a global TechOps CRM function (70% IC & 30% mgmt.). You will be responsible for one of the Pods from idea to delivery. This position will play a key role in growing large, strategic CRM projects and provide critical support to the internal departments that will drive efficiencies, profitability and stronger controls. This is a tremendous opportunity for someone who enjoys the challenge of building a first class team in a high growth environment and is relentless in their pursuit of excellence.
We are looking to speak to candidates who are based in Gurugram for our hybrid working model.
Responsibilities
Lead a team of CRM Support Administrators and Engineers, specializing in Salesforce development and administration, to successfully plan, triage, debug, develop, and implement enhancements for multiple business departments
Serve as the Subject Matter Expert for the team on Salesforce administration, development, integration across product suites, and best practices for Salesforce automation and business processes
Develop scalable, comprehensive Salesforce solutions with detailed Analysis, ensuring alignment with business objectives
Lead technical design issues, document solutions that bridge the gap between current capabilities and desired outcomes
Effectively communicate and execute scalable CRM solutions and RCA to both business and technical stakeholders, ensuring alignment with business goals
Develop Proof of Concepts to guide technology selection and assist the team in evaluating methodologies and frameworks
Conduct knowledge-sharing sessions to educate existing build, frameworks, and best practices. Provide ongoing technical training and mentorship to team members
Perform maintenance and troubleshooting of applications like CPQ, Certinia, Marketo, Workato, Mulesoft, Gainsight etc
Foster a high-performing technical support team through talent identification, recruitment, coaching, and mentorship, with a focus on accountability and delivering results
Investigate integration issues and work closely with members in Operations, Development and Admin teams
Analyze complex business processes, recommend improvements, and implement intervention strategies to achieve performance targets
Drive process improvements and operational efficiencies, especially related to the adoption of new technologies and support tools
Effectively manage priorities in a dynamic environment, ensuring SLA's are met while adapting to changing business needs
Strong communication, negotiation, and problem-solving skills with the ability to engage stakeholders, assess needs, and manage expectations
Build strong, collaborative relationships across all levels of the organization, influencing positive outcomes and promoting effective support strategies
Demonstrated leadership and management skills, fostering a results-driven and positive support culture
Qualifications
Bachelor's or Master's degree in Computer Science, Information Systems, or equivalent
10+ years of technical engineering management in global SaaS software companies
Deep understanding and working knowledge of Sales Cloud capabilities especially within the Salesforce.com ecosystem
Hands-on experience with Salesforce customizations (e.g. Apex, VF, LWC)
Strong understanding of when to use configurations versus customizations; and the various limitations of Salesforce (i.e. governor limits)
Experience and expertise in cloud technologies, open-source methodologies, DevOps, modern design, and integration patterns
Successful experience running at-scale Support initiatives, hiring and retaining top talent, building high-performing teams, and coaching and mentoring future leaders
Understanding of systems architecture, key design patterns, large data volume, and ability to design scalable performance-driven solutions
Knowledge of data integration tools and experience integrating Salesforce with different business systems (ETL, process automation, reporting, etc.)
Experience working in an Agile/Scrum development process
Demonstrate self-motivation and the ability to grasp concepts quickly
Demonstrate sharp, analytical, problem-solving, and decision-making skills
Preferred Skills
Proven track record of managing development teams (directly/indirectly) and delivering impactful Salesforce.com outcomes to the business stakeholders
Working knowledge of Sales Cloud, Territory Management, Certinia, CPQ, and Conga as well as integration platforms such as Mulesoft, Marketo, Data Warehouse, Boomi are pluses
Expert-level knowledge and development experience in Visualforce, APEX programming, Force.com APIs, SOQLs, Governor Limits, Declarative Automation, Web Services and Lightning components development (Aura and LWC)
Certified Application/System Architect preferred
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!
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 is an equal opportunities employer.
