Monograph

Customer Success Manager

• Own the onboarding process for your customers from start to finish
• Execute a detailed plan that covers setup, data migration, project creation, and training on advanced features like forecasting, invoicing, and reporting
• Clear blockers fast, set a pace that keeps customers moving, and ensure full implementation on schedule
• Partner with Support to continue delivering guidance and high impact training
• Foster deep customer relationships through consistent communication, proactive strategies, and a genuine drive to see customers succeed
• Collaborate with the Subscriptions team to maximize renewals, expand adoption, and help our customers achieve real results with Monograph
• Keep metrics accurate and up to date with disciplined tracking and reporting
• Spot opportunities to improve internal processes and act on them
• Build and maintain a deep understanding of Monograph’s product and technical workflows

Customer Support

• Resolve support tickets through Intercom, providing customers with timely, friendly, and accurate responses. Seek out answers and ensure there is relevant documentation.
• Troubleshoot before escalating - replicate issues, gather necessary details, and provide a clear summary before passing to Engineering.
• Conduct customer calls when further troubleshooting, explanation, or clarification is required to resolve complex issues efficiently.
• Identify inefficiencies in ticket triage and contribute to scalable improvements for our customer support team.
• Develop deep product knowledge and stay up-to-date on all new releases to better support our users.
• Collaborate cross-functionally to promote a consistent and seamless user experience. Share product insights and advocate for customer needs.