Enterprise Customer Success Manager

Description

• Strategic Consultation: Use your expertise to provide high-level strategic advice, helping retail customers achieve their business objectives by developing and executing a success plan.
• Portfolio Management: Oversee a diverse portfolio of strategic retail customers, ensuring the delivery of consistent value and support.
• Business Acumen: Draw upon your deep understanding of business operations and strategic thinking to execute plans with precision.
• Relationship Building: Develop and maintain strong, lasting relationships with retail customers, acting as a trusted business partner and advisor.
• Stay up-to-date on industry trends and best practices
• Consultative Dialogue: Engage in meaningful conversations with retail customers to identify challenges and pain points, and craft tailored solutions.
• Data-Driven Decision Making: Utilize analytical skills to collect, interpret, and act on data, ensuring that customer success initiatives are both effective and efficient.
• Optimizing Support: Incorporate data-driven insights into project and program management strategies to maximize the impact of customer support initiatives, delivering exceptional value to customers and the organization.
• Work collaboratively with other departments and teams locally and globally.
• Ensure any escalated clients are resolved quickly, using resources from across the company ecosystem.

About The Role

The Customer Success Manager position encompasses the vital responsibility of overseeing a portfolio of retail customers and ensuring their sustained success. Integral to this role is the adept utilisation of strategic consultation, business acumen, and portfolio management expertise to orchestrate and harmonise customer success initiatives within the organisational framework.

The ideal candidate for this role will demonstrate strategic insight and a proven track record of executing plans precisely, drawing upon their comprehensive knowledge of managing strategic customers.

The successful candidate will exhibit exceptional relational skills and be adept at fostering enduring customer relationships. They will serve as business partners, engaging in consultative dialogue to identify challenges and pain points, craft tailored solutions, and facilitate attaining customer objectives.

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.

Requirements

• 5+ years of B2B SaaS customer success, account management or consulting experience working with ENT customers from the retail industry
• 2+ years working with retail customers, mainly knowing the business operations and key personas  
• 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 management & 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 teams
• Experience in public speaking and large audience conferences 
• 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.

About The Team (Internal)

• Build strong relationships with our retail clients to understand their needs and ensure their success with monday.com
• Serve as the main point of contact and liaison between clients and the rest of the monday.com team
• Empower customers to connect their goals and challenges with the solution in monday.com
• Take ownership of new accounts and manage their onboarding
• Lead online webinars, consultations, and one-on-one demos to educate customers on the features of our product
• Stay in touch with clients to ensure that they're realizing the full potential of monday.com
• Build, own, and execute client success and engagement plans
• Navigate client organizations to uncover additional product applications & opportunities for partnership
• Spearhead internal cross-functional improvement projects
• Represent voice of the customer and influence product development roadmap
• Partner with Consulting and Product teams on upsell, cross-sell, and expansion opportunities