Customer Experience Operations Manager, Monograph
$110-135k
Project management software for architects and engineers
Open for applications
Project management software for architects and engineers
101-200 employees
Open for applications
$110-135k
101-200 employees
Company mission
To empower the professionals who create our buildings and cities.
Role
Who you are
- A successful candidate is highly analytical, skilled at creating processes, and can confidently lead both insight generation and execution
- Excellent critical thinking skills; ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions
- Clear communication with excellent written, verbal, and listening skills
- Strong leadership and interpersonal skills with an ability to drive cross-functional teams
- Strong project management skills focused on driving change in a complex environment
- Highly meticulous with detail, ability to manage multiple concurrent projects, and collaborate effectively across multiple departments and meet deadlines
- Ability to effectively document processes utilized by CX for new and existing team members
- 3+ years relevant experience in Customer Experience operations or sales operations
- Demonstrated experience rolling out and working with Customer Success Platforms (i.e. Custify, Intercom, Salesforce etc.)
- Experience building health and adoption scoring - aggregating data, mapping between systems, and scoring optimization
- Proficiency in SQL
- Salesforce admin-level skills are a bonus
- We encourage individuals from underrepresented backgrounds, including women and minorities, to apply for this position
- We believe in creating a diverse and inclusive workplace and welcome candidates who may not meet every listed requirement but are eager to contribute and grow within our team
- Even if you don't meet every requirement, we still encourage you to apply
What the job involves
- As our Customer Experience (CX) Operations Manager, you will drive the effectiveness and efficiency of our team through data and become a key partner in defining customer experience objectives, strategy, and tactics, and in implementing processes that scale
- Reporting to our VP Operations, the CX Operations Manager will act as the operations steward for workflows and systems for the VP of CX
- Collaborating closely with the CX VP and managers to gain insights into our current business growth stage and departmental needs
- Monitor and troubleshoot data issues across CX systems (Churnzero, Intercom, Salesforce, BigQuery) — coordinate root cause analysis, and ensure timely resolution to minimize downstream business impact
- Partner with Finance and Revenue operations to monitor the entire customer lifecycle (contracting, onboarding, renewals, churn) to identify and address process or insights gaps in the customer journey
- Detect early signals of at-risk renewals, design playbooks for CSMs to address them, and provide path to escalation
- Analyze and improve our Customer Health Score. Leverage strategic score feedback to build on and improve relationship management processes
- Build and maintain centralized dashboards for CX functions (Support, Customer Success, Account Management)
- Collaborate closely between the Operations team and Product to align infrastructure and ensure CX reporting is accurate, consistent, and accessible
- Establishing, maintaining, and enforcing SLAs across Revenue and CX teams
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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