Remote Professional Services Operations Specialist

Summary

Join MongoDB as the Professional Services (PS) Operations Specialist to support global Engagement Management and Delivery functions, ensure PS organization scales with operational excellence, and execute strategic PS vision from an operational perspective.

Requirements

• A Bachelor's degree is required; advanced degree preferred
• 5+ years previous experience working in operations for fast growing teams is required
• Professional Services and/or tech industry background
• Proven track record of managing operations for fast growing teams
• Google docs, Salesforce and email to case experience
• Exceptional verbal and written communication is required
• Strong attention to detail is required
• Must be proactive and able to use initiative with a willingness to learn on the job
• Must be able to multi-task and adapt to last minute changes
• Passion for driving scale, operational excellence and efficiencies
• Ability to prioritize, highlight risk and escalate as appropriate
• Ability to establish credibility with business owners from around the organization and to create strong partnerships with other teams
• Flexible in approach with a can-do and positive attitude

Responsibilities

• Support our global Engagement Management and Delivery functions at driving PS bookings and revenue respectively
• Ensure the PS organization continues to scale and has a stronger and stronger operational excellence
• Execute on the strategic PS vision from an operational perspective while monitoring critical business KPIs
• Handle all incoming requests to the Level 2 case queue and resolve as appropriate in a timely and professional manner
• Support staffing projects and scheduling resources on a broad range of consulting engagements
• Collaborate with Regional PS Managers, become their trusted partner and execute on services changes such as extensions or conversions in alignment with the company policies
• Work with internal stakeholders to execute on day-to-day project planning of key initiatives ensuring timelines are met and quality deliverables are produced
• Own weekly and month end timecard compliance and troubleshooting
• Develop, implement, document and enforce best practices that can continually enhance MongoDB Services and its scale
• Drive awareness and compliance of the org policies

Preferred Qualifications

• Previous experience in customer success roles or consulting is a plus
• Previous project management experience is a plus
• Previous experience using FinancialForce is a plus

Benefits

• Employee affinity groups
• Fertility assistance
• Generous parental leave policy