Leaning Into the Business of Your Customer (w/ Monique McDonough of WorkTango)

Are you ready to transform your Customer Success team into revenue champions? 

In this episode, Monique McDonough, COO at WorkTango, shares strategies on CSMs handling commercial duties and offers guidance on transitioning teams to a customer-centric revenue focus. Learn why enabling your team to lean into their customers’ business is a net positive for CS teams and customers alike.

About Monique:

Monique McDonough is Chief Operating Officer at WorkTango where she leads customer success, sales, people & culture, and the business operations teams. Prior to joining Worktango, Monique served as managing vice president at Gartner (formerly CEB), leading the North America Assurance and Innovation account executive team. She has more than 20 years of experience in operations, sales, client management, and marketing for high-growth technology companies and Fortune 500 organizations. She serves on the Board of Trustees at E.L. Haynes Public Charter School in Washington, DC. She is a 9-time Ironman triathlon finisher and, along with her husband, co-authored a book on North American Ironman races. Monique holds a BBA and BSJ from Ohio University and an MBA from Duke University. Monique lives in the suburbs of Washington, DC with her husband Greg and two daughters (ages 12 and 9), and her 4-year-old German Shepherd rescue, Jack Jack.

Guest Quote:

“We should always have a purpose for every conversation and ‘check-in’ is not one of them. So we’re either solving a problem or we’re strategizing on an opportunity. But check-ins can be emails, let’s give everybody time back.”

Timestamps:

*(00:53) - Monique’s role at WorkTango

*(03:30) - Advantages of CSMs assuming commercial duties

*(06:35) - Empowering CSMs to focus on revenue

*(10:35) - Supporting new CSMs or account reps for success

*(14:12) - Benefits of transitioning from individual accounts to a holistic growth path

*(16:41) - How data can help CSMs be more strategic

*(22:20) - Quick hits

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Links:

• Connect with Taylor Johnston on LinkedIn
• Connect with Monique McDonough on LinkedIn
• Learn more about Vitally
• Take our season 1 survey