Customer Success Manager - Monograph (Remote)
Look around you today, every store, home, hospital, school, was made possible by the coordination of architects and a team of professionals. They are charged with the responsibility of creating our shelters and yet, they are left with nothing more than Excel to manage their work. We're here to change that.
What is Monograph?
Monograph is a firm performance management platform for architecture and engineering practices. Firms use Monograph to make quick and confident decisions about budgeting and resources to drive their practices forward.
Why Work at Monograph?
People first: Core to the team, we believe in people first, curiosity, and empathy. You'll be a culture ambassador and deploy your genuine value for relationships to drive success and happiness.
Build a company that will redefine architecture: Project management is just the beginning...we have big ambitions to help facilitate the entire design process from becoming the document source of truth to coordinating with consultants. You can shape the future of building design.
Work with some of the best product people in the world: We’re an innovative team of highly productive individual contributors with a strong design background. You will be doing some of the best work of your life.
Join our Customer Experience department as a pivotal member, orchestrating cross-functional collaboration with teams such as Product, Subscriptions, and Sales.
Your Primary Focus: Take full ownership of the onboarding process for your customers, accomplishing total implementation within a designated time frame. Upon introduction by the sales team, execute a detailed plan for customers including initial setup, data migration (when applicable) and project creation, as well as training on advanced features and workflows regarding forecasting, invoicing, and reporting. In collaboration with the Support team, continue to provide ongoing aid and guidance to customers who have completed the onboarding process.
Additional Areas of Focus: Sustain long term relationship with customers who have completed onboarding through ongoing communication and check in. Collaborate with the Subscriptions team to secure high renewal rate and identify conversion opportunities. Drive revenue growth through add-on services provided such as Monograph Payroll.
As a Customer Success Manager, your role encompasses these key areas:
Onboarding Success
Execute tailored onboarding plans, setting a strong foundation in order for the customer to advance through stages of training and product efficiency
Foster a collaborative and positive customer environment, promoting customer ownership to accomplish required tasks
Facilitate live training sessions, group webinars, async support, and follow-up to ensure customer remains on planned timeline
Collaborate with the Data team for migration of historical data, including projects, timesheets, and billed fees
Provide updated daily customer tracking to ensure app usage, positive sentiment, and completion pace
Identify and resolve any obstructions or blockers to the onboarding plan to help support customer progress and timeline to complete onboarding
Collaborate with Support team to aid post-onboarding customers with guided live sessions (by request) and further in-depth training
Operational Excellence
Ensure accuracy of metrics and tracking by consistently completing required administrative tasks and updates during assigned progress blocks
Exhibit dedication to refining internal processes, actively seeking opportunities for enhancement in daily operations
Establish measurable, data-driven goals aligned with both the position and company objectives
Maintain awareness of strategic company goals and actively contribute ideas and actions supporting them
Pursue external knowledge and training to implement innovative approaches, driving internal efficiency and effectiveness
Product Proficiency
Independently create and refine educational content, leveraging a robust understanding of our product and technical acumen
Identify emerging trends within customer workflows to bridge gaps and support ongoing product enhancement
Articulate the strengths, weaknesses, and immediate workflows of our product to address inquiries and concerns effectively
Qualifications
3+ years of experience with implementation or onboarding within a SaaS company.
Proficiency with key CS tech stack: Salesforce, Intercom, Custify (or similar customer success software such as ChurnZero)
Demonstrated sense of urgency, accountability, acute attention to detail, and operational efficiency
Exceptional multitasking abilities coupled with rapid adaptability and a knack for quick learning
Proven capability to foster collaborative relationships across sales, marketing, and support, enhancing the overall customer experience
Thrives within an ambiguous, constantly evolving atmosphere with opportunities to test, experiment, and learn dynamically while executing plans
Reliable internet access and adeptness with G Suite, Zoom, Slack, and basic internet technologies
Pacific or Mountain Time Zone preferred
Bonus: Experience or familiarity with the architecture industry and/or Quickbooks Suite
Compensation Range:
$60,000 - $75,000 annually
Exact compensation may vary based on skills, experience, and location.
You'll Love Our Benefits
🎭 Innovative engineering and product culture
💰 Early-stage well-funded company
❤️ Inclusion and diversity as a company priority
And for US-based, full-time employees:
🌡 100% premium coverage on our healthcare plans for employees and their families
🦷 Dental & vision coverage for employees and families
🖥 New laptop & equipment
🏋🏻♀️ Wellness Stipend
