Amara Okoli

Amara Okoli

Director of Customer Success, MURAL

Content

Amara Okoli
Amara Okoli
MURAL Director of Customer SuccessMarch 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
744 Views
Amara Okoli
Amara Okoli
MURAL Director of Customer SuccessMarch 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
640 Views
Amara Okoli
Amara Okoli
MURAL Director of Customer SuccessMarch 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
574 Views
Amara Okoli
Amara Okoli
MURAL Director of Customer SuccessMarch 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
565 Views
Amara Okoli
Amara Okoli
MURAL Director of Customer SuccessMarch 22
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
523 Views
Amara Okoli
Amara Okoli
MURAL Director of Customer SuccessMarch 22
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
508 Views
Amara Okoli
Amara Okoli
MURAL Director of Customer SuccessMarch 22
* 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
444 Views
Credentials & Highlights
Director of Customer Success at MURAL
Customer Success AMA Contributor
Top 10 Customer Success Contributor
Knows About Account Expansion, Managing Churn, Customer Success / Product Alignment, Customer Hea......more