• Own and independently manage a portfolio of enterprise Omni Commerce accounts, driving retention, platform adoption, and measurable customer outcomes across the Omni retail channel. • Lead executive-level client engagements autonomously, including strategic business reviews, escalation management, and senior stakeholder alignment, without requiring manager involvement in routine complex situations. • Act as a senior commerce expert for Omni Commerce operations — digital shelf health, buy-box management, inventory-driven demand signals, pricing and promotion dynamics, and the intersection of in-store and online performance — advising customers and internal teams. • Build and refine onboarding frameworks, operational playbooks, and internal SOPs for the Omni Commerce offering, creating repeatable infrastructure that scales across additional enterprise clients. • Act as the primary conduit between Omni Commerce customers and the Product team, translating nuanced client workflows and market gaps into actionable product feedback that directly shapes the Omni Commerce roadmap. • Identify expansion opportunities within existing accounts and partner with Sales and Account Management to progress upsell and cross-sell motions across our clients portfolio. • Mentor and share best practices with peers across the Commerce CS team, elevating the team's overall Omni commerce fluency and strategic account management capability. • Stay ahead of changes across Omni Commerce ecosystems, including Walmart Connect, Walmart Scintilla (Channel Performance, Digital Landscape, Shopper Behaviors, etc.), Supplier One, Target Vendor IQ, and emerging retail media capabilities, and translate those changes into relevant guidance for clients and internal teams. • Contribute to cross-functional initiatives that harmonize the Commerce offering with Pacvue's retail media platform, ensuring a seamless and integrated client experience.

• Define and execute the long-term Scaled Customer Success strategy across Newsela’s SMB and Schools customer segments. • Lead, coach, and develop frontline managers who are responsible for the day-to-day execution of scaled customer success motions. • Own the scaled coverage model and partner closely with CS Operations. • Maintain accountability for core business outcomes across the scaled customer segments. • Build the team’s ability to identify and influence growth opportunities across the scaled customer base. • Design and improve the scaled customer journey, ensuring customers are advancing through the right lifecycle moments. • Build strong cross-functional partnerships with Sales, CS Operations, Product, Marketing, Enablement, and Customer Experience. • Serve as a senior leader within the Customer Success organization. • Bring clarity to what the Scaled CS team owns and how the team operates.

• Foco Principal (NF IDEIA): Responsável pelo onboarding completo dos novos clientes, garantindo a configuração correta da solução e o sucesso inicial do usuário. • Projeto NFideia: Coletar Feedback de cliente com objetivo de atuar diretamente no desenvolvimento e refinamento do projeto NF IDEIA, auxiliando na estruturação de processos internos. • Interface Direta: Trabalho em colaboração direta com a gestão para a implementação estratégica de novos clientes deste novo produto da Ideia Business.

At monday.com, we help teams get more work done. We are the best AI work platform that empowers teams to automate, build, and scale their impact end-to-end with tools that actually execute the work for you. With over $1B in ARR, 250,000+ customers, and a global team, we’re serious about building a product people love to use and giving our employees the same ownership and flexibility to shape the way the world works. The Customer Success Team is the trusted advisor for building relationships, driving product adoption, and empowering teams to fulfill their goals. By being experts of the monday.com platform, we are able to provide a unique level of consultation and inspiration to our customers. We are an energetic, empathetic and passionate team that enjoys collaboration, taking on new challenges, and “failing forward” together in this dynamic environment. Please note this is a hybrid role in our Mexico City office. About the role: As a Technical CSM, you’ll go beyond just managing accounts, and become the architect of digital evolution. You will bridge the gap between business goals and technical execution, acting as a strategic consultant for our most ambitious B2B clients. Your core mission is to move customers beyond "tool adoption" and into "business transformation" by consulting on how to power mission critical workflows with monday.com’s AI platform. - Champion AI-Led Transformation: Act as the primary advisor on how clients can leverage our AI suite to automate manual workflows, generate insights, and scale their internal operations. - AI Consulting: Develop a deep sense of client trust and problem-solving first through technical aptitude and thorough, in-and-out knowledge of monday’s platform, reducing the barrier and uncertainty about how AI can exponentially improve the client’s ability to achieve their designated outcomes. - Strategic Architecture: Empower customers to connect complex business challenges with sophisticated, automated solutions within the platform. - Drive Organizational Change: Navigate client organizations to uncover high-impact opportunities for digital transformation and AI adoption. - Data-Driven Growth: Leverage behavioral data and product usage insights to develop communication strategies that drive expansion and technical maturity at scale. - High-Level Technical Enablement: Lead deep-dive consultations and technical workshops that move beyond "how-to" and focus on "how-to-scale." - Voice of the Future: Represent the technical voice of the customer to our Product and Engineering teams, influencing the roadmap for AI and integration features. - Cross-Functional Partnership: Collaborate with Consulting and Product teams to identify upsell and expansion opportunities rooted in technical solutioning. Requirements: - 3+ years of experience in B2B SaaS Customer Success, Technical Account Management, or Implementation Consulting. - Technical Literacy: You understand how APIs work, how data flows between systems, and how to troubleshoot integration logic. - AI Curiosity: A deep interest in the generative AI landscape and a proven ability to translate AI capabilities into tangible business value. - Change Management DNA: Experience guiding large organizations through software transitions or process overhauls (Transformation Management). - Executive Presence: Superb communication skills with the ability to establish technical credibility with stakeholders and C-suite executives. - Analytical Mindset: You enjoy using data to segment business books and identify the next "big win" for your clients. - Adaptability: A positive, high-energy attitude with the ability to thrive in a fast-paced, evolving technical environment. - Bonus: Prior experience in strategy consulting or a background in business process mapping. What monday.com can offer you: - Opportunity to join an innovative, proven company with big ambitions, competitive salary and benefits, bonus potential, and some roles are eligible to take part in the company equity incentive program - A team that values transparency and collaboration while having fun while we work - Monthly stipends for food, wellness, and commuter/remote work - Fully dedicated learning and development team that provides opportunities for employees to grow, gain new skills, master AI tools, and participate in workshops - Award winning work environment - named a "Best Place to Work" by Built In as well as "Great Place To Work" certified. - We foster diversity, inclusion, and belonging through our Employee Resource Groups in addition to providing access to resources and education to support our team, facilitate conversations, and encourage understanding - A global work environment with employees in New York, Tel Aviv, London, Sydney, São Paulo, Tokyo, and more Visa sponsorship for this role is currently not available. monday.com is proud to be an equal opportunity employer. We hire talented individuals, regardless of gender, race, ethnicity, ancestry, age, disability, sexual orientation, gender identity or expression, military or veteran status, cultural background, religious beliefs, or any other characteristic protected by federal, state, or local laws.