Customer Excellence Intern

POR FAVOR ENVÍA TU SOLICITUD/CURRÍCULUM EN INGLÉS ¿Te gusta tener la responsabilidad de gestionar y hacer crecer un mercado completo? ¿Te motiva trabajar de cerca con clientes para resolver los retos de su estrategia de marketing digital? ¿Te enorgullece ayudar a tus clientes a tener éxito y buscar constantemente oportunidades de venta incremental? Como Customer Success Manager (hablante de español) en Smartly, tendrás la responsabilidad de tus propios clientes desde la primera semana, brindando asesoría consultiva, definiendo el enfoque y liderando implementaciones piloto exitosas del producto, además de impulsar el engagement de los clientes. Serás el vínculo clave entre los clientes, Facebook y nuestro equipo de desarrollo de producto. Formarás parte de la industria de marketing digital en constante evolución y ritmo acelerado, lo que te permitirá aprender rápidamente sobre cómo desarrollar y hacer crecer tu propio mercado objetivo, gestionar relaciones con grandes anunciantes y escalar las operaciones de una empresa ambiciosa en crecimiento. ---------------------------------------------------------------------------------------------------------------------------------- COMO CUSTOMER SUCCESS MANAGER EN SMARTLY, TÚ… * Gestionarás y desarrollarás tus propias cuentas de clientes a través de la comunicación diaria y tu experiencia en marketing digital. * Trabajarás estrechamente con los clientes para optimizar su estrategia de marketing digital y resolver rápidamente problemas de los anunciantes, incluyendo escalamiento de presupuestos, desempeño de campañas y procesos manuales. * Tendrás la responsabilidad total de hacer crecer y gestionar tu mercado objetivo, así como desarrollar experiencia en industrias específicas (por ejemplo, comercio electrónico, viajes, clasificados, aplicaciones móviles, etc.). * Desarrollarás y mantendrás un excelente conocimiento de la herramienta Smartly y de la publicidad en Facebook en general, para resolver continuamente los retos de los clientes. * Construirás, gestionarás y fortalecerás relaciones sólidas con clientes y con Facebook. * Colaborarás con clientes, otros Customer Success Managers de Smartly y el equipo de desarrollo de producto para mantener un flujo continuo de retroalimentación. ---------------------------------------------------------------------------------------------------------------------------------- BUSCAMOS A ALGUIEN QUE… * Esté motivado/a por combinar la gestión de clientes, la resolución de retos de marketing digital y la construcción de relaciones a largo plazo. * Cuente con 4+ años de experiencia en gestión de cuentas en empresas B2B SaaS o agencias similares, preferentemente en el ámbito de marketing digital. * Tenga excelentes habilidades de comunicación para explicar conceptos complejos de manera clara y eficiente, y brindar asesoría consultiva que ayude a mejorar el desempeño de los clientes. * Cuente con dominio profesional del inglés (hablado y escrito) y fluidez en español. * Tenga disponibilidad y disposición para viajar a reuniones, conferencias y eventos de la industria. 🌐 REQUISITO DE IDIOMA Importante: Las postulaciones, entrevistas y las actividades diarias internas y con clientes se llevarán a cabo en inglés. Por lo tanto, se requiere un nivel avanzado de inglés (hablado y escrito) para este puesto. Presente su solicitud en inglés, por favor. ---------------------------------------------------------------------------------------------------------------------------------- LO QUE TE OFRECEMOS… * Seguro Social (IMSS): Cobertura completa de salud pública para el empleado y su familia * INFONAVIT: Fondo de ahorro que ayuda a los empleados a adquirir o mejorar su vivienda * FONACOT: Acceso a créditos personales accesibles para necesidades cotidianas * Apoyo para trabajo desde casa: $1,000 MXN mensuales para cubrir costos de trabajo remoto Smartly está comprometido a ser el mejor lugar para que personas con mentalidad de crecimiento prosperen—¡explora más en nuestro Culture Handbook! ---------------------------------------------------------------------------------------------------------------------------------- ***PLEASE SUMBIT YOUR APPLICATION/RESUME IN ENGLISH*** Are you passionate about being at the forefront of the ever-evolving social advertising industry? Do you take pride in driving retention and growth among valued customers by understanding their business needs and helping them succeed? We’re looking for a motivated Customer Success Manager to join us, as part of our growing Customer Success team, in our mission to help advertisers unlock greater performance and creativity in social advertising by combining ad buying and creative automation. In this role, you will manage a large book of business, train customers and drive feature adoption and outcomes leading to renewals, account expansion, and customer satisfaction across your portfolio.  AS A CUSTOMER SUCCESS MANAGER AT SMARTLY, YOU WILL... * Build and foster strong relationships with a large book of customers. Act as the main point of contact for training and product support, delivering an exceptional customer experience * Become a specialist in the Smartly platform and digital advertising in general so as to be able to continuously solve problems for customers and improve feature adoption * Be hungry to meet targets and drive growth in your book of business, and maximize customer renewals and feature adoption. * Collaborate effectively across functions including Sales, Marketing, Technical Solutions, Services, Product and Engineering * Help Smartly build a world-class Customer Success organization; contribute to helping your team members grow, optimize existing processes within the company and actively enhance all customer success initiatives WE ARE LOOKING FOR YOU, IF YOU... * Possess 4+ years of relevant experience in a customer success or similar customer-facing function * Be capable of learning new tools and processes quickly * Have advanced knowledge of paid social advertising (Facebook, Tiktok Pinterest, Snapchat etc) * Are a proactive problem-solver with a positive attitude and a strong desire to help our customers reach their goals * Have a results-driven mentality and be capable of meeting commercial targets and weekly productivity goals * Are able to explain complex concepts clearly and translate data into insights * Are confident, with strong spoken and written communication skills * Are self-driven with exceptional organizational skills  * Have professional spoken and written English plus fluency in Spanish.    WHAT WE OFFER YOU... * Social Security (IMSS) - Complete public healthcare coverage for the employee and their family * National Housing Fund (INFONAVIT) -  A savings fund that helps employees buy or improve their home * Consumption Coverage (FONACOT) - Access to affordable personal loans for everyday needs * Work From Home Allowance - MXN 1,000 monthly stipend to cover remote work costs   Smartly is committed to being the best place to work for growth-minded individuals to thrive - explore more in our Culture Handbook!   #LI-HYBRID   ABOUT SMARTLY Smartly is the AI-powered advertising technology company transforming ad experiences for brands and their consumers. Our comprehensive advertising platform seamlessly integrates the capabilities of media, creative, and intelligence to power more than 800 billion impressions and generate more than 300 billion creatives annually, delivering tangible business outcomes for brands and advertisers. Smartly is the only company in the industry recognized as a Leader in The Forrester Wave: Creative Advertising Technologies with PwC validating the results it delivers for brands. We manage creative and media for 700+ brands worldwide and $6B in ad spend across the largest media platforms, including Facebook, Google, Instagram, Pinterest, Snap, and TikTok. Our end-to-end technology, unmatched access to media platforms and exceptional customer service help Fortune 500 brands to reach and engage consumers and learn what performs best.Smartly is a multinational and diverse team of 750+ Smartlies from 60+ nationalities, working in 13 countries. Together, we want to create and maintain an inclusive environment where everyone feels respected and heard. Our Diversity, Equity & Inclusion approach is at the heart of it. Visit Smartly to learn more. The processing of your information is described in our Candidate Privacy Notice.

As a Senior Customer Success Manager, you are a highly experienced advisor helping customers navigate their most complex journeys on MongoDB. You’ll be responsible for maximizing customer lifetime value and success for a portfolio of Enterprise (G2000) accounts, acting as a lead strategic connector between your customers and cross-functional resources to achieve high-stakes business goals. You’ll drive customer retention, revenue realization, and long-term advocacy while mentoring team members to elevate the organization's collective impact. You’ll build deep relationships with senior stakeholders, understand intricate technical environments inside and out, and navigate global account teams to deliver measurable impact in high-pressure scenarios. We are looking to speak to candidates who are based in  Mexico City for our hybrid working model. KEY RESPONSIBILITIES Customer Advisory * Proactively identify and mitigate risks in accounts with significant technical complexity by advising on advanced operational strategies and best practices. Deliver cross-disciplinary solutions to critical customer challenges, accelerating time-to-value and guiding to achieve their business goals through their MongoDB deployments * Conduct comprehensive customer business reviews for Enterprise accounts, analyzing technical health and risk while translating insights into business-critical outcomes. Partner with senior technical and business leaders to align on objectives and champion mutual success plans that foster long-term advocacy Account & Portfolio Management * Drive cross-functional development of account strategy and take ownership of elements that drive customer maturity, lifetime value, retention, and revenue realization. Proactively manage a diverse portfolio of Enterprise customers across various stages of the journey, creating and executing strategies to maximize value realization, advocacy, and long-term success * Track and report progress against key business outcomes, demonstrate control of the forecast by providing informed predictions to senior leadership for business predictability, and identify new opportunities to expand customer impact by collaborating with presales teams * Maintain meticulous hygiene in internal systems to ensure a single source of truth for customer insights and accurate territory analysis. Leverage AI fluency to enhance customer engagement processes, driving efficiency and productivity in delivering technical solutions Internal Collaboration & Customer Advocacy * Amplify the voice of the customer within MongoDB, leveraging technical insights and customer perspectives to influence MongoDB’s product roadmap and coordinate across Sales, Product, Services, and Support to drive long-term health and value realization * Connect customers with the right internal resources, including Executive Sponsor engagement, while contributing to regional and global best practices to strengthen team success and act as a force multiplier for the organization * Support team growth by participating in the interview and ramping process for new hires, coaching peers to foster development and knowledge-sharing across the region WHAT YOU WILL BRING * Relevant Experience: 7 to 10+ years in a technical customer-facing role (e.g., Technical Customer Success, Solutions Architecture/Engineering, Professional Services/Implementation, Technical Account Management) for a deeply technical, ideally consumption-based, product * Accountability: 4+ years experience being accountable for customer health and revenue realization for Enterprise customers * Communication: Excellent verbal and written skills with the ability to influence technical and business outcomes and solve complex problems across varying audience types from Developers to C-suite * Education: Bachelor’s degree in Computer Science, STEM, or equivalent technical work experience ABOUT MONGODB 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! 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. Req. ID: 2273453935