Senior Product Manager, Post Sales

Навыки

• Agile
• AWS
• Azure
• Работа с бэклогом
• CRM-системы
• Customer Success
• Решения на данных

О компании и продукте

• MongoDB is built for change, empowering our customers and our people to innovate at the speed of the market. We have redefined the data platform for the AI era, enabling builders to create, transform, and disrupt industries with software. MongoDB’s unified data platform, the most widely available, globally distributed data platform on the market, helps organizations modernize legacy workloads, embrace innovation, and unleash AI. Our cloud-native platform, MongoDB Atlas, is the only globally distributed, multi-cloud data platform and is available across AWS, Google Cloud, and Microsoft Azure.
• With offices worldwide and over 67,000 customers, including 75% of the Fortune 100 and AI-native startups, relying on MongoDB for their most important applications, we’re powering the next era of software.
• Our compass at MongoDB is our Leadership Commitment, guiding how and why we make decisions, show up for each other, and win. It’s what makes us MongoDB.
• 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!

Задачи

• Domain Expertise
• Proven experience modernizing Technical Support platforms, including workforce planning, workflow automation and optimization, customer and partner collaboration and i, and knowledge-sharing solutions
• Strong understanding of end-to-end support user journey, including case creation and management, omni-channel case routing, prioritization, system integrations, and AI-driven proactive customer engagement
• Extensive knowledge of integration patterns across Salesforce Sales Cloud, Service Cloud, external support portals, and analytics platforms to deliver seamless customer and agent experiences
• Expertise in building and scaling technology solutions for Customer Support, Customer Success, and Professional Services organizations
• Product Strategy & Vision
• Translate business strategy, customer needs, and operational priorities into scalable, platform-based product capabilities
• Partner with business and engineering leaders to align product investments with enterprise architecture, security, governance, and platform standards
• Develop clear product requirements (PRDs), prioritize roadmaps, define measurable success metrics, and drive adoption through data-driven decision making
• Balance short-term business priorities with long-term platform strategy to maximize customer value, operational efficiency, and business impact
• Champion a product-led mindset by continuously incorporating customer feedback, operational insights, and market trends into product evolution
• Stakeholder Engagement
• Partner with Customer Org and identify opportunities
• Represent the voice of the user, ensuring solutions address real operational challenges
• Communicate priorities, trade-offs, timelines, and progress clearly to stakeholders and leadership
• Build strong partnerships with engineering teams, architects, and external vendors
• Roadmap & Delivery
• Own and maintain the product backlog and roadmap, prioritizing work based on business impact and technical feasibility
• Collaborate closely with engineering teams in an Agile environment to plan and deliver product releases
• Balance new feature development with platform improvements and technical debt
• Ensure smooth product delivery by managing cross-team dependencies and aligning stakeholders
• Adoption & Change Management
• Partner with enablement and change management teams to drive adoption of new GTM capabilities

Требования

• 6+ years of Product Management experience in enterprise SaaS or cloud platforms
• Strong domain expertise in Customer Support tooling and Post-Sales solutions
• Experience building custom workflow applications, automation platforms, or AI-powered tools
• Deep knowledge of Sales and Service Cloud and customer lifecycle processes
• Experience working with telemetry, analytics, and customer health data
• Ability to partner effectively with engineering, operations, and business stakeholders
• Familiarity with AI-enabled Post Sales, focused on Customer Support workflows or automation tools
• Experience using product metrics and analytics to guide decisions
• Bachelor’s degree in Computer Science, Engineering, or related field (or equivalent experience)
• Broad understanding of the post-sales ecosystem spanning Professional Services, Technical Support, and Customer Success, with the ability to design solutions that optimize cross-functional workflows
• Understanding of expertise in customer and support agent journeys, support processes, and operational workflows, with a track record of leading large-scale digital transformations and delivering custom solutions that address complex business challenges

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