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Customer Success Manager

monday.com

monday.com

Administration
London, UK
Posted on Wednesday, May 22, 2024

Customer Success Manager

  • Customer Success
  • London

Description

The position of Enterprise Customer Success Manager encompasses the vital responsibility of overseeing a portfolio of enterprise customers, ensuring their sustained success. Integral to this role is the adept utilization of expertise in Project Management, Program Management, Portfolio Management, and Digital Transformation to orchestrate and harmonize customer success initiatives within the organizational framework.

The ideal candidate for this role will possess a profound comprehension of how project management processes are conceptualized and executed within enterprise environments. They will demonstrate strategic acumen coupled with a proven track record of executing plans with precision, drawing upon their comprehensive knowledge of project and program management methodologies.

In addition to their proficiency in project management principles, the successful candidate will exhibit exceptional relational skills, adept at fostering enduring relationships with customers. They will serve as trusted advisors, engaging in consultative dialogue to identify challenges, craft tailored solutions, and facilitate the attainment of customer objectives, leveraging their background in digital transformation to introduce innovative strategies.

Furthermore, the candidate will demonstrate a commitment to data-driven decision-making, utilizing their analytical prowess to collect, discern, and interpret data. By incorporating data-driven insights into their project and program management strategies, they will optimize customer support initiatives, ensuring the delivery of unparalleled value and facilitating the achievement of optimal outcomes for both customers and the organization at large.

About The Role

  • Develop and execute customer success plans based on their main business objectives
  • Ensure that customers obtain the maximum value from their monday.com investment and use their licenses
  • Track customer progress and identify areas for improvement and growth by leveraging existing Success Plays
  • Initiate and oversee team's and departmental projects
  • Consult with customers to help them solve problems and achieve their goals
  • Analyse data to track customer progress and identify areas for improvement
  • Stay up-to-date on industry trends and best practices
  • Work collaboratively with other departments and teams to ensure customer success
  • Work with customers to create new use cases/success stories
  • Ensure any escalated clients are resolved quickly, using resources from across the company ecosystem

Requirements

  • 3+ years background in Project Management / Program management / Portfolio management / Digital transformation
  • Creative, high energy, entrepreneurial self-starter comfortable running initiatives independently within a very high-paced environment
  • Experience in customer Success / account management, or a related field
  • Strong understanding of how Enterprise businesses operate
  • Improve complex issues through analysis and resolution
  • Strong quantitative data analysis skills with proven business insight and judgment
  • Experience in building relationships with senior business & platform stakeholders.
  • Experience helping customers deploy and see the value of the products they have purchased.
  • Excellent communication and interpersonal skills
  • Ability to consult with customers to help them solve problems and achieve their business goals with monday.com
  • Ability to think strategically and execute plans effectively while building long-term relationships with customers
  • Succeed in working collaboratively with squads, internal account team, and extended customer’s teams
  • Experience working in a global team, for an international company
  • Excellent written and verbal communication skills.

Visa sponsorship for this role is currently not available.

monday.com is proud to be an equal opportunity employer. We hire talented individuals, regardless of gender, race, ethnicity, ancestry, age, disability, sexual orientation, gender identity or expression, military or veteran status, cultural background, religious beliefs, or any other characteristic protected by federal, state, or local laws.

Social Title

Customer Success Manager (German)

Social Description

The Customer Success Team is the trusted advisor for building relationships, driving product adoption, and empowering teams to fulfill their goals. By being experts on the monday.com platform, we are able to provide a unique level of consultation and inspiration to our customers. We are an energetic, empathetic and passionate team that enjoys teamwork and taking on new challenges in this dynamic environment.