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!). 🔙

CX team
CX Knowledge

Choose the roles

Customer Experience Advocate
Customer Experience Manager (CXM)
IC Path
N/A
Management Path
N/A

Choose the competencies

All
Communication
Ownership and impact
Knowledge
Teamwork and collaboration
Customer focus

Customer Experience Advocate

Professional Path
Communication

Utilizes a range of communication channels and tools to understand and engage with customers and internal stakeholders. Adapts communication style to establish rapport with all audiences, whether novice or experienced, maximizing the potency of the intended message. Translates complex ideas and perspectives into digestible, concise formats aimed at resolving for success.

Behaviors

  • Articulates ideas effectively to all audiences and through all mediums
  • Creates and delivers compelling presentations for the CX team with guidance from their direct manager

Examples: dailies, offsites, webinars

  • Is proficient with all communication channels and selects the most appropriate according to the situation
  • Independently manages sensitive customer interactions
  • Determines the appropriate escalation pathway based on their assessment of the situation
  • De-escalates customers who are frustrated or dissatisfied using empathy, transparency, and clear communication
Ownership and impact

Is a reliable and trustworthy member of the team who proactively seeks and acts on opportunities to benefit our customers, department, and business. Works autonomously through each interaction and initiative, consistently delivering exceptional results. Actively pursues growth and learning opportunities to achieve personal and professional improvement.

Behaviors

  • Consistently meets KPI expectations and timelines
  • Performs core role responsibilities independently
  • Learns and adapts to demonstrate the CX PDP competencies and CX Service Principles
  • Seeks growth and development through feedback and a proactive search for opportunities

Examples: sharing lessons learned, suggesting improvements to macros and Guru cards, sharing tips on #cx-themoreyouknow channels

  • Contributes effectively to team results and department impact

Examples: Escalates recurring user feedback, collaborates with Knowledge Managers (KMs); explores VOC ideas and themes in the monday community

  • Recognising personal strengths and limitations via self-reflection
  • Self-identifies growth opportunities in their work, taking accountability for improvement
Knowledge

Cultivates an extensive level of up-to-date product, process and procedural knowledge. Utilises tools, resources and expertise as catalysts to drive interactions to resolution. Positions the department as a trusted advisor for all customers.

Behaviors

  • Displays mastery of multiple squad topics and can transition effectively when reassigned between squads
  • Weighs the merits of ownership and specialisation before passing tickets to other squads/agents
  • Masters internal procedures for resolution and escalation

Examples: escalating to technical support, tags, incident reporting

  • Demonstrates a commitment to individual quality in all customer interactions, reflected in their Delighted % and QA reviews
Teamwork and collaboration

Fosters a positive, productive and supportive team environment. Leverages individual strengths and cultivates interpersonal business relationships to achieve greater team success. Overcomes ambiguity by embracing challenges as opportunities for CX department growth, innovation, and impact.

Behaviors

  • Receives and provides feedback effectively to peers, immediate manager and leadership
  • Builds relationships with peers, colleagues and leaders through kindness, authenticity and celebrating the success of others

Examples: active involvement in company activities, hosting shadowing sessions, active team huddle and ticket party participation

  • Leverages personal strengths to contribute to the success of others

Examples: sharing lessons learned, sharing data-driven and observational improvement suggestions for macros and Guru cards, contributing to the culture of learning (e.g. #cx-themoreyouknow)

  • Effectively resolves customer queries and day-to-day challenges of an ambiguous or uncertain nature with perseverance
  • Utilizes all available resources to resolve assigned issues

Examples: independent research and exploration of provided resources such as Guru, Slack, previous tickets and context

Customer focus

Embodies the monday.com CX Service Principles at the heart of each interaction and initiative. Strives for seamless resolution for all customers and a deep commitment to generating long-term customer loyalty and a positive impression of the monday.com brand and CX department.

Behaviors

  • Measures personal success by the value they’ve provided to their assigned customers with each interaction

Examples: assessing ticket history, BB and Slack for context; aligning a response with the appropriate features, resources and support channels

  • Advocates for the resolution of customer issues and frustrations
  • Ensures customer feedback reaches the correct channels through the use of Zendesk tagging procedures

Examples: escalates feedback and trends through to the right owner (such as a CX Knowledge Expert or Knowledge Manager), submits cheeses, reports bugs effectively

  • Greets customers with enthusiasm, providing assurance and our commitment that we are here to help
  • Builds a genuine connection with customers to better understand their needs and interests, offering the most impactful solutions

Examples: Builds rapport with users in screenshares; communicates in a non-corporate, inviting manner

  • Thinks creatively to comprehend and resolve customer issues
  • Proactively educates customers, addressing their current needs and anticipating future needs.
  • Does not limit themselves to simple responses lacking in nuance and depth

Examples: ‘reads between the lines’ to pre-emptively educate customers

  • Limits customer effort and is conscientious of how their requests impact a customer’s time
  • Builds and strengthens their skills in problem-solving, creativity and resilience to efficiently resolve support requests and empower customers to fulfil their goals with monday.com

Customer Experience Manager (CXM)

Professional Path
Communication

Utilizes a range of communication channels and tools to understand and engage with customers and internal stakeholders. Adapts communication style to establish rapport with all audiences, whether novice or experienced, maximizing the potency of the intended message. Translates complex ideas and perspectives into digestible, concise formats aimed at resolving for success. 

Behaviors

  • Demonstrates strategic communication skills with internal stakeholders and external audiences
  • Demonstrates advanced presentation skills and end-to-end ownership from execution to delivery
  • Actively shadows presentations, screen-shares and product demonstrations, providing constructive feedback to colleagues
  • Coaches and mentors CX colleagues, refining their communication style for optimal efficiency, quality standards, transparency, empathy, urgency and buy-in
  • Demonstrates sound judgement and decision-making in customer-specific and stakeholder-related interactions (e.g. communicating assertively, assuming positive intent etc.)
  • Positions themselves as the first-line resource regarding customer de-escalations, facilitating or supporting more ‘delicate’ or sensitive interactions experienced by CXA colleagues
  • Coaches and advises CX colleagues on de-escalation and diffusion techniques, taking ownership where necessary
Ownership and impact

Is a reliable and trustworthy member of the team who proactively seeks and acts on opportunities to benefit our customers, department, and business. Works autonomously through each interaction and initiative, consistently delivering exceptional results. Actively pursues growth and learning opportunities to achieve personal and professional improvement.

Behaviors

  • Shows curiosity around CX department performance, including awareness of individual behaviours and their impact on SLA adherence
  • Takes accountability for adherence, quality standards and knowledge; providing feedback and course correction to others as required
  • Positively influences CX’s reputation for trustworthiness and credibility amongst other departments
  • Maintains composure in challenging circumstances
  • Embodies the CX PDP competencies and CX Service Principles, incorporating these values into their daily conversations with customers and peers
  • Demonstrates clear, tangible examples of positive influence and impact on others

Examples: colleagues and peers recognising them in #cxcelebrations or crediting them in 1:1s for taking the initiative to support and mentor others

  • Leverages personal strengths through collaboration and ongoing improvement initiatives/projects
  • Identifies the strengths and limitations of teammates, coaching peers to build awareness of blind spots and overcome them
  • Demonstrates adaptability, devising creative solutions in ambiguous or uncertain scenarios
Knowledge

Cultivates an extensive level of up-to-date product, process and procedural knowledge. Utilises tools, resources and expertise as catalysts to drive interactions to resolution. Positions the department as a trusted advisor for all customers.

Behaviors

  • Recognizes the barriers preventing customers or peers from understanding complex platform topics/features and develops methods of explaining them more clearly
  • Familiar with various industries’ terms, vocabulary, and methodologies, presenting monday.com to customers in a way that ‘speaks their language’
  • Contributes to the learning community by aligning CX “Ownership & Impact” behavioural expectations with product and procedural knowledge
Teamwork and collaboration

Fosters a positive, productive and supportive team environment. Leverages individual strengths and cultivates interpersonal business relationships to achieve greater team success. Overcomes ambiguity by embracing challenges as opportunities for CX department growth, innovation, and impact.

Behaviors

  • Able to provide constructive and solution-minded feedback to peers and leaders for collective team success
  • Earns a reputation of proactivity, showing initiative to make positive contributions to CX department behaviours, culture and goals
  • Goes above and beyond to advocate for our customers through strong teamwork

Examples: Contacts KE’s and explains why an exception to the refund policy should be made for a specific customer; escalates a ticket to the TSE team and slacks a peer to ensure it is given appropriate priority

  • Works to mitigate future ambiguity through collaboration with Knowledge, Enablement, and Leadership teams
Customer focus

Embodies the monday.com CX Service Principles at the heart of each interaction and initiative. Strives for seamless resolution for all customers and a deep commitment to generating long-term customer loyalty and a positive impression of the monday.com brand and CX department.

Behaviors

  • Advocates for customers by passing along constructive feedback, while maintaining an understanding of department priorities and company objectives
  • Cultivates trust with customers to understand their needs, interests and dilemmas. Presents scalable solutions which drive and maintain customer loyalty
  • Demonstrates patience and resilience, not allowing customers’ frustration or language to impact their quality of service
  • Provides guidance to peers when dealing with complex customer interactions
  • Identifies opportunities for increased efficiency and maximize customer delight
  • Advises, mentors, and empowers teammates, helping them to simplify and rationalize the best course of action to find the right solutions

N/A

Professional Path

The IC roles are not yet available. Stay tuned.

Communication
Ownership and impact
Knowledge
Teamwork and collaboration
Customer focus

N/A

Professional Path

The managerial roles are not yet available. Stay tuned.

Communication
Ownership and impact
Knowledge
Teamwork and collaboration
Customer focus