CX PDP

This page contains the different roles within the CX path. Choose the relevant role you want to learn about.

You can also enter the “Professional Path” to access the relevant skills and resources (coming soon!).

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Choose the roles

Customer Experience Advocate (CXA)
Customer Experience Advocate II (CXAII)
Customer Experience Manager (CXM)
Customer Experience Specialist (CXS)
IC Path
N/A
Management Path
Customer Experience Team Leader (CXTL)
Customer Experience Group Lead (CXGL)

Choose the competencies

All
Product Knowledge
Customer Engagement
Collaboration
Complexity
Ownership and Autonomy

Customer Experience Advocate (CXA)

Professional Path

The CXA will work toward becoming a platform expert and mastery of well-defined customer engagements. ~6 months

Product Knowledge

Learn and maintain a basic and intermediate understanding of the monday.com use cases, platform functionality, and billing cases.

Behaviors

  • Complete basic and intermediate product knowledge certifications
  • Apply knowledge to review plan and pricing inquiries
Customer Engagement

Satisfactorily support external customers with basic and intermediate inquiries.

Behaviors

  • Assist customers with inquiries surrounding various features of the platform
  • Achieve and maintain a 90% internal quality score
Collaboration

Develop and maintain positive working relationships with colleagues in the execution of everyday job functions.

Behaviors

  • Escalate issues with sales-assigned accounts to the sales contract for appropriate handling
  • Plan 1:1 agenda with manager to prioritize goals, reflect on work, and elicit feedback
Complexity

Navigate basic and intermediate issues.

Behaviors

  • Progressed from basic to intermediate issue types
  • Use productive language and recommend workaround solutions for customers requesting features or enhancements that will not be released
Ownership and Autonomy

Accept accountability for skill development and performance.

Behaviors

  • Dedicate time to deepen product knowledge by building workflows that simulate challenging features
  • Follow-up with customers who encounter errors when signing up for an upcoming webinar

Customer Experience Advocate II (CXAII)

Professional Path

The CXAII will utilize their knowledge and skills to support customers with a variety of complex and technical issues via available support channels (i.e. email, chat, video, social media, community). ~6 months

Product Knowledge

Learn and maintain basic, intermediate, and advanced understanding of the monday.com use cases, platform functionality, and billing.

Behaviors

  • Complete advanced product knowledge certifications
  • Assist customers with CRM workflow inquiries via the community
Customer Engagement

Satisfactorily support external customers with basic, intermediate, and advanced inquiries.

Behaviors

  • Lead live product demonstrations before current and prospective customers
  • Efficiently context switch to handle a variety of customer inquiries including board permissions and billing analysis
  • Achieve and maintain a 90% internal quality score
Collaboration

Develop and maintain positive working relationships with colleagues in the execution of everyday job functions and low-effort project tasks.

Behaviors

  • Interact with customers on multiple support channels
  • Objectively evaluate peer’s work on complex ticket issues and share constructive feedback they can learn from
Complexity

Navigate basic, intermediate, and advanced issues.

Behaviors

  • Interact with customers on multiple support channels
  • Objectively evaluate peer’s work on a complex cancelation ticket and share constructive feedback they can learn from
Ownership and Autonomy

Accept accountability for skill development, performance, and impact.

Behaviors

  • Independently manage commitment to other activities with your team lead (i.e. peer review, etc.)
  • Recommend solutions to address webinar signup issues

Customer Experience Manager (CXM)

Professional Path

The CXM will provide support across channels and develop project management skills with well-defined project tasks that enable our team and customers in achieving core business goals. ~6 months

Product Knowledge

Learn and maintain an understanding of all monday.com use cases and platform functionality.

Behaviors

  • Facilitate daily stand-up meetings with interactive, enriching presentations surrounding product releases and functionality
  • Integrate knowledge to evaluate customer workflows featuring the Workload view and the Facebook integration
Customer Engagement

Satisfactorily support internal and external customers with all types of inquiries.

Behaviors

  • Provide customer support by debugging custom automations to discern expected behavior versus bugs via live office hours
  • Efficiently handle and solve 250 advanced inquiries on a weekly basis
  • Achieve and maintain a 9.2 customer satisfaction score
Collaboration

Develop and maintain positive working relationships with peers in the execution of everyday job functions.

Behaviors

  • Assist CX leadership with project tasks like revising macros for searchability and easier use to hone understanding of business operations
  • Mentor customer experience advocate IIs regarding monday.com culture, the CX team, and CX support processes
Complexity

Navigate issues of varying complexity.

Behaviors

  • Create Guru cards detailing queue management procedures for tagging
  • Troubleshoot to distinguish expected behavior versus bugs and determine the appropriate team for escalation
Ownership and Autonomy

Accept accountability for skill development, performance, impact, and growth.

Behaviors

  • Develop and implement solutions to address webinar signup issues
  • Follow-up with customers concerning backlogged bug issues and set expectations surrounding next steps

Customer Experience Specialist (CXS)

Professional Path

The CXS is a product specialist, seeking to enhance our user experience. They are subject matter experts, and act as a liaison between our Builders and CSG, focusing on three main pillars: 

  1. Managing escalations from internal stakeholders
  2. managing our VOC program
  3. being an internal resource on product knowledge for CSG team members
Product Knowledge

Maintain deep product knowledge in their specific areas of expertise, while being able to maintain excellent, broad product knowledge.

Behaviors

  • Ability to identify knowledge gaps within the team and monitor the team’s level of knowledge within their areas of expertise
  • Transfer the product knowledge through a variety of resources (Guru, periodic training, daily stand-ups, etc.)
Customer Engagement

Satisfactorily support and engage internal and external customers with escalated inquiries, balancing top quality and efficiency.

Behaviors

  • Use data and qualitative analysis to understand user insights and push the “Voice of the Customer” forward
Collaboration

Ability to engage with a variety of stakeholders – such as R&D and Product – and to successfully collaborate around ongoing and one-off initiatives such as feature release management, quality, bug and cheese monitoring, insights to influence our roadmap, etc.

Behaviors

  • Ability to collaborate successfully, foster and maintain positive working relationships with peers and leadership in execution of everyday job functions
Complexity

Ability to handle product complexity to support our users and internal stakeholders through escalated inquiries.

Behaviors

Ability to monitor, analyze and understand customer pain points, and to deliver those insights to the Builders in a way that successfully shows impact and value.

Ownership and Autonomy

Fully own their areas of expertise to seek to best position themselves as a resource to the team – looking to constantly monitor knowledge gaps and seek for ways and initiatives to bridge those.

Behaviors

  • Take full ownership of our responsibilities within the domain/cluster, looking to constantly and proactively push for customer insights
  • Influence the product roadmap based on user and team’s pain points
  • Keep quality and user experience at the front of product development

The IC roles are not available in this path.

Customer Experience Team Leader (CXTL)

Professional Path

The CXTL is an experienced CX professional who coaches, motivates, and develops a high-performing frontline team while also managing projects of varied scopes. ~3 years

Product Knowledge

Learn and maintain an understanding of all monday.com use cases, platform functionality, billing, and CX core resources along with other business units while building industry knowledge.

Behaviors

  • Evaluate and keep a record of team performance
  • Employ coaching to identify gaps in product knowledge
Customer Engagement

Satisfactorily support internal and external customers with all types of inquiries.

Behaviors

  • Maintain weekly 1:1 schedule with direct reports
  • Lead team meetings to regularly impart updates surrounding CX trends, processes, and projects
Collaboration

Foster and maintain positive working relationships with peers, direct reports, and leadership in execution of everyday job functions.

Behaviors

  • Co-manage high-effort strategic initiatives with stakeholders across business units including those in higher leadership
Complexity

Navigate issues of varying complexity impacting customers, the CX team, and other internal stakeholders.

Behaviors

  • Employ project management fundamentals and strategic thinking to manage projects from end-to-end
Ownership and Autonomy

Integrate knowledge and other competencies to self-direct and make impactful decisions.

Behaviors

  • Develop individual coaching plans for low, mid, and high performers to achieve core business objectives and grow within their roles

Customer Experience Group Lead (CXGL)

Professional Path

The CXGL is an experienced CX professional with a background in frontline support and people management who strategizes, develops and implements the CX strategy for their site to achieve core business objectives. ~4 years

Product Knowledge

Learn and maintain basic, intermediate, and advanced understanding of the monday.com use cases, platform functionality, billing, and CX core resources along with other business units and industry knowledge.

Behaviors

  • Regularly monitor and analyze industry trends
  • Integrate knowledge along with data insights to evolve the CX strategy
Customer Engagement

Satisfactorily support internal and external customers with all types of inquiries.

Behaviors

  • Maintain SLAs for the site and analyze the results to drive necessary change
  • Project hiring needs and develops candidate profiles to implement a 24/7 follow-the-sun staffing model
Collaboration

Define cultural norms, foster and maintain positive working relationships with peers, direct reports, and leadership in the execution of everyday job functions.

Behaviors

  • Develop and transform people managers to achieve high impact with bi-weekly 1:1s, project check-ins, and mentoring
  • Regularly conduct split-level syncs with the frontline team to gauge engagement and morale
  • Co-lead with higher leadership to define CX strategy
Complexity

Navigate issues of varying complexity impacting customers, the CX team, and other internal stakeholders.

Behaviors

  • Employ strategic thinking to identify key areas of opportunity
  • Mitigate risks associated with customer detractors and employee churn
Ownership and Autonomy

Harnesses knowledge and skills to independently make high-impact decisions that serve customers and the CX team.

Behaviors

  • Oversee daily CX operations with limited supervision
  • Use data and storytelling to illustrate the impact of strategy and execution along with a roadmap of future targets during the quarterly business review