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Chat Program Manager

New York City
Management

The worldwide data management software market is massive (According to IDC, the worldwide database software market, which it refers to as the database management systems software market, was forecasted to be approximately $82 billion in 2023 growing to approximately $137 billion in 2027. This represents a 14% compound annual growth rate). At MongoDB we are transforming industries and empowering developers to build amazing apps that people use every day. We are the leading developer data platform and the first database provider to IPO in over 20 years. Join our team and be at the forefront of innovation and creativity.

Role Overview

We are seeking a dynamic and tech-savvy individual to join our team as a Chat Program Manager. In this role, you will be responsible for managing our chat program, utilizing your B2B experiences to optimize and drive usage from our web and product visitors. A growth mindset and awareness of Product-Led Growth (PLG) approaches are essential for this position.

Responsibilities

Running a chat program involves several critical responsibilities to ensure effective communication and engagement with business clients. Here are some top responsibilities for someone in this role:

Strategic Planning

  • Develop B2B chat program strategy aligned with business objectives
  • Identify and target key B2B audiences, tailoring chat strategies accordingly

Technology Management

  • Stay updated on chat technology, recommending upgrades and integrations

User Experience Optimization

  • Optimize B2B client experience through smooth chat communication
  • Analyze user feedback and data for continuous improvements

Lead Generation and Conversion Rate Optimization

  • Utilize chat for B2B lead generation
  • Collaborate with sales and marketing to convert leads into customers

Content and Knowledge Management

  • Develop B2B-specific content repository for real-time interactions
  • Ensure chat agents have up-to-date information for effective client responses

Collaboration with Sales and Marketing

  • Align chat strategies with customer acquisition and retention goals
  • Develop brand-aligned chat scripts and responses

Data Analysis and Reporting

  • Analyze chat data, user interactions, and conversion rates
  • Present reports showcasing B2B chat program impact on business objectives

Continuous Improvement

  • Embrace a growth mindset for ongoing program enhancement
  • Implement A/B testing and optimization strategies

Training and Development

  • Provide chat agent training for enhanced communication and product knowledge
  • Stay informed on B2B chat management industry trends and best practices

These responsibilities collectively contribute to the success of a B2B chat program, fostering positive interactions and relationships with business clients.

Requirements

  • 2-3 years of experience in B2B digital analytics with time spent running a chat platform for an enterprise B2B company
  • Familiarity with chat tools such as Intercom, Drift, Live chat, Qualified, etc
  • Proficient in web-related programming languages like JavaScript, TypeScript, and HTML
  • Strong organizational, project management, communication skills, and script governance skills
  • Demonstrated drive for innovation and creative problem-solving
  • Track record of working cross functionally effectively
  • Able to juggle multiple projects and work in a fast-paced environment
  • Bachelor's Degree focusing on Information Technology, Marketing, Digital, Business Analytics, Computer Science, or related field preferred

Bonus Points

  • Experience with B2B and Product-Led Growth (PLG) approaches
  • Intermediate knowledge and experience using SQL and APIs
  • Experience with Customer Data Platforms (CDPs) such as Segment, mParticle, Treasure Data, etc
  • Exposure to a mature Marketing Operations team, combining the needs of developers, business analysts, and business stakeholders to build solutions

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, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type and makes all hiring decisions without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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