Amara Okoli

Director of Customer Success, MURAL

Content

What are the top 3 things that will provide value to C-Suites as a customer success manager?

Amara Okoli

MURAL Director of Customer Success • March 22

As CSMs we are expected to be trusted advisors to our customers. We gain trust by helping our customers address their challenges and achieve their business objectives. We become advisors when we learn to anticipate questions or concerns and we guide our customers toward successful outcomes. To g......Read More

881 Views

What advice would you give to your younger self as a customer success manager on influencing the C-Suite?

Amara Okoli

MURAL Director of Customer Success • March 22

If I were to give younger me advice about influencing the C-Suite I'd say to take your time, learn as much as you can, and look for connections. More detail below: 1. Don’t be in a rush. As CSMs, we ensure our customers achieve their business objectives with our software and in order to do......Read More

766 Views

Earlier in your career, how did you work with the C-Suite?

Amara Okoli

MURAL Director of Customer Success • March 22

I started my career in sales. As an Account Executive, my job was to gain an in-depth understanding of my customer’s business objectives and advise them as to solutions that could address their challenges. As deals progressed, the C-Suite would participate in the evaluation and often be the final......Read More

705 Views

What do your interactions with the C-Suite look like on a regular basis?

Amara Okoli

MURAL Director of Customer Success • March 22

On any given day my interactions with the C-Suite could look like the following: * Proactively reaching out to new customers and keeping the customer’s C-Suite informed of who’s who and what we will do to help ensure their success * Following C-Suite on LinkedIn, news, and other media in or......Read More

698 Views

What are some ways that junior and newer customer success managers can get greater exposure to the C-Suite?

Amara Okoli

MURAL Director of Customer Success • March 23

Here are a few tried and true ways to gain greater exposure to the C-Suite: 1. Get curious about the space, not just the product, and build your knowledge base. 2. Ask to shadow meetings with other CSMs, AEs, and other teammates who are closer to the C-Suite already 3. Attend all han......Read More

531 Views

How do you influence the C-Suite to get more resources?

Amara Okoli

MURAL Director of Customer Success • March 23

Help the C-Suite understand how additional resources will achieve company goals in addition to core CS goals (retention rates, expansion targets, reduction in churn). If you can leverage a data-driven approach to help the C-Suite gain a 360 degree view into how the business is operating today and......Read More

517 Views

What are the best habits to do when working with C-Suite?

Amara Okoli

MURAL Director of Customer Success • March 23

* Always be clear on the purpose of the meeting and involve agendas and share relevant documentation with their EAs well in advance * Center conversations with a key headline - what is most important and the significance of that backed by relevant data * Keep communications concise and t......Read More