mongodb · Austin; New York City; Palo Alto; Seattle
Skills: MongoDB, AWS
The CIO’s Post Sales organization builds and operates many of the technology platforms that enable the end-to-end customer lifecycle, spanning Revenue Operations, Technical Support, Customer Success, and Professional Services. As a Senior Product Manager within the Post Sales organization, you will own the product strategy and roadmap for the Technical Services platforms and tools. These platforms and tools are used by customer facing developers and engineers , and they directly affect how effectively these teams solve highly complex technical problems every day. Initiatives could include work around a Customer Health Application, utilizing agentic capabilities to minimize manual tasks, optimizing integration options and more. You will partner with Technical Services and Engineering leaders to define product vision, prioritize investments, solve hard problems creatively by delivering scalable solutions that improve end customer experiences, drive operational efficiency, and support scaling business growth. We are looking to speak to candidates who are based in Austin, Seattle, Palo Alto and New York for our hybrid working model. Responsibilities Domain Expertise Proven experience modernizing Technical Support platforms including developer tooling, including but not limited to knowledge sharing, workforce planning, workflow automation and optimization for technical support engineers 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 Expertise in customer and support agent journeys, support processes, and operational workflows, with a track record of large-scale digital transformations and delivering custom solutions that address complex business challenges creatively Extensive knowledge of integration patterns across Salesforce Sales Cloud, Service Cloud, external support portals, developer tooling and analytics pla…
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