Lead, Business Systems

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 anywhere—on 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 Bengaluru for our hybrid working model.

Shift Timing- 6 PM - 2 AM IST

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.