Customer Success Manager, Monograph
$60-75k
Project management software for architects and engineers
Job no longer available
Project management software for architects and engineers
101-200 employees
Job no longer available
$60-75k
101-200 employees
Company mission
To empower the professionals who create our buildings and cities.
Role
Who you are
- 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
What the job involves
- 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
- 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
- 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
- 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
Our take
The architecture, engineering, and construction (AEC) industry is notorious for having long working hours that include high demands and an overwhelming amount of stress on employees, commonly leading to many professionals leaving the industry after only a few years.
This is where Monograph comes in, the Silicon Valley startup is helping architects and design professionals manage their back offices through a data-driven platform. Taken from the founder's own experience in noticing recurring challenges, the software is designed to help oversee projects, timesheets, and forecasts in one, integrated, simple interface, to simplify the entire process to reduce the strain on individuals.
Since its 21019 launch, it's attracted over 12,000 customers, and the company's sights are set even higher. It isn't just expanding its product and engineering teams - it's positioning itself to become the ultimate end-to-end system of record for the entire industry. With bold ambitions and impressive growth, it's clear that Monograph is just getting started.
Steph
Company Specialist at Welcome to the Jungle
Company
Funding (2 rounds)
Nov 2021
$20m
SERIES B
Mar 2020
$1.9m
SEED
Total funding: $21.9m
Company benefits
- Flexible time off: Our flexible time off policy supports work-life balance and acknowledges the unique needs and responsibilities of each team member beyond their work commitments.
- Insurance coverage: Monograph loves families! That’s why we provide 100% premium coverage for employees and dependents, plus dental & vision plans for employees.
- Paid family leave: Growing your family? Congrats! We offer flexibility and resources to support you. You’ll get a 12-week paid leave so you can bond with your newest addition.
- Equity in Monograph: We believe ownership matters. Monograph is a venture-backed, founder-led company and when the company wins, our team should win too. We offer meaningful equity for full-time employees in eligible countries, so you share directly in the value we’re building together.
- Wellness stipend: We want to support your health and wellness goals. We offer a $50 per month stipend to keep you rolling. Gym memberships, fitness apps, health equipment? We’ve got you covered.
- 401K plan: Stacking up for retirement? Monograph is here to support you. We also offer access to financial planning services to help you reach your goals.
Company HQ
Financial District, San Francisco, CA
Leadership
Robert Yuen
(Co-Founder & CEO)Robert previously worked as a Designer for Blu Homes, Edmonds + Lee Architects, and Dawson & Clinton General Contractors.
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