Customer Success Manager, Monotype
Travel occasionally (20-30%)
Office located in Woburn, MA
Typeface design
Open for applications
Typeface design
501-1000 employees
Open for applications
Travel occasionally (20-30%)
Office located in Woburn, MA
501-1000 employees
Company mission
Monotype's mission is to deliver the design assets, technologies, and expertise required for brands to build authentic, memorable experiences at every possible touchpoint.
Role
Who you are
- 3+ years of customer success, client relations, sales experience
- Highly organized and able to multi-task
- Self-driven and proactive nature
- Excellent communication and interpersonal skills
- Self-starter with the confidence to design new processes and programs and evolve them as needed
- Knowledge of customer success processes
- Patient and active listener
- Passion for service
- Previous experience within software, technology, publishing, media, and advertising or design market segments preferred
- Salesforce experience preferred
What the job involves
- We are searching for the right Customer Success Manager to join our team to help our enterprise customers adopt and realize maximum value from our SaaS offering
- Manage the post-Sales business relationships to a growing portfolio of enterprise customers
- Know the business of our customers and bring their vision and inspiration to life by leveraging the full potential of Monotype’s Font platform
- Be involved in the entire customer lifecycle and take part in all milestones
- Analyze customer utilization data to improve customer experience
- Reduce churn and drive new business growth through greater advocacy
- Hold product demonstrations that show the full value of our platform
- Implement and improve onboarding processes
- Influence future lifetime value through higher product adoption, customer satisfaction, and overall health scores
- Build value-based relationships with customers and create Monotype champions
- Identify opportunities of upselling and cross-selling
- Mediate between clients and the organization
- Handle and resolve customer requests and complaints
- Communicate with the product team on customer feedback and help refine the product roadmap
- Collaborate across the organization with field sales, renewals and technical support to maximize customer satisfaction
Our take
Monotype is a giant in the typeface industry, with well over 100 years in the business - and the rights to over 10,000 fonts, including A-list players like Helvetica and Times New Roman. Whilst typeface creation might not seem to be the booming industry it once was, Monotype is carving out some interesting new development opportunities in the hopes of further growth.
As more major organizations go digital, and go global, they need to carry their house image across a growing number of diverse markets (and languages) and render the fonts in high definition. Monotype has been developing a strong reputation for designing multi-lingual brand identities - recently, for example, for the city of Dubai, but also working with Google to bring hundreds of historically unrendered fonts online.
In this way, Monotype is smartly transitioning from a designer/developer of contemporary fonts to a facilitator helping brands to expand globally and into the digital space. With offerings in place to provide this service to fast-growing industries like gaming and online streaming, Monotype is hitching its wagon to hugely lucrative markets.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Company benefits
- Extensive development and training offerings
- Highly engaged Events Committee to keep work enjoyable
- Competitive Medical, Dental, and Vision Coverage to meet all your healthcare needs
- Flexible work arrangements and unlimited vacation and sick time
- Generous 401k match to save for your future, and so much more!
Company values
- Create with passion
- Act with accountability
- Include & care for all
- Be curious, be bold
- Delight customers
Company HQ
Woburn, MA
Articles
Leadership
Ninan Chacko
(CEO, not founder)A Harvard Business School grad who went on to hold a range of senior leadership positions, including Senior Vice President at Sabre Holdings, CCO of Worldspan, CEO of PR Newswire, and CEO of Travel Leaders Group. Also currently serves on the board of Leaders' Quest, TraipFactory, Vertoe, and Trajectory Alpha Acquisition.
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