Customer Success Strategist

hace 1 semana


Ciudad de México, Ciudad de México Monograph A tiempo completo
About the Role

At Monograph, we're seeking a highly skilled Customer Success Manager to oversee the entire post-sales lifecycle of our users. This role is pivotal in ensuring our customers derive maximum value from their investments, leading to project success, retention, and renewal. As a trusted advisor, you'll deeply understand our customers' business needs and assist them in maximizing the value they get from our platform.

Responsibilities
  • Lead post-sale engagement, retention, and growth of customers in close collaboration with the Account Executive.
  • Support account expansion by identifying opportunities, driving business outcomes, and ensuring customers achieve success, working closely with the account team.
  • Cultivate relationships with senior executives in various departments, such as business, product, engineering, finance, and IT, in partnership with the Account Executive and team.
  • Evangelize our customer success stories, as well as our systems and processes.
  • Articulate and drive customer use cases, value, and expansion while maintaining a trusted advisor status.
  • Serve as a knowledgeable payments and commerce advisor, educating customers on the benefits of our products and industry.
  • Conduct quarterly business reviews aligned with the account team to discuss business priorities, payments performance, optimization opportunities, our product roadmap, service satisfaction, usage patterns, and potential expansion opportunities.
  • Advocate for customers internally by sharing feedback and insights with Product Management, Engineering, Support, Marketing, and Sales to enhance the user experience.
  • Drive overall account health, including payments performance, cost optimization, product adoption, usage velocity, account renewals and growth, referrals, and customer satisfaction.

Requirements
  • Bi-lingual fluency in Spanish and English.
  • Strong executive presence and effective presentation skills, particularly for in-person meetings with multiple stakeholders.
  • Proven track record of achieving targets and goals, with experience in a sales setting.
  • Consistent track record of managing large, complex projects and/or programs.
  • Successfully managed challenging customers or situations, providing tangible examples of conflict resolution skills.
  • Proficient in navigating data and interpersonal relationships to effectively identify and deliver solutions.


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