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Customer Success Specialist
4 weeks ago
Company OverviewPlanview has one mission to build the future of connected work from ideas to impact As the global leader in work and resource management Planview helps organizations accelerate the achievement of what matters most supporting our customers from need to speed from passion to progress and from overhead to optimization We provide the industrys most comprehensive solutions designed for strategic planning portfolio and resource management Lean and Agile delivery product portfolio management capability and technology management enterprise architecture innovation management and collaborative work and project management Our connected platform of solutions underpins the business and digital transformations of more than 4 500 customers globally including 59 of the Fortune 100 At Planview our people connections drive our innovation and success Our global team of 1400 work remotely and across our offices including Austin Vancouver Hod Hasharon Bangalore Sydney and Stockholm Were proud of our world-class connected culture built on our shared values that supports our teams to be successful from anywhere Learn more about our portfolio at and connect with us on and The OpportunityCustomer Success Specialist uses technology to drive one-to-many communication at scale a CSP analyzes data to spot trends and proactively engage with customers Planview is looking for a Customer Success Specialist to help ensure our mid-tier customers more deeply adopt our Planview Products so they can move up the prescribed adoption journey and realize the value of their purchase expand their Planview product footprint become stronger advocates and remain Planview customers for life To do so the CSP optimizes and expands multi-channel like in-app emails webinars other 1 Many and 1 some programs to drive customer adoption and retention efficiently and effectively at scale This role will report directly to the Manager Customer Success and will work with other cross-functional teams - Customer Success Managers Product Marketing teams Product Management Sales Operations and others as needed Hybrid-Remote work in Bengaluru India What You ll DoResponsibilities Engage in proactive communication with customers via e-mails chat tools and telephone Become proficient in Planviews portfolio of products supporting the SPM Strategic Portfolio Management PPM Project Portfolio Management EAP Enterprise Agile Planning and PSA Professional Services Automation solution markets Coordinate digital content for various customers depending on the customer persona playbooks strategies plans videos tutorials product walkthroughs Develop and implement engaging adoption campaigns through various channels like Email Gainsight CTA Gainsight Playbooks Customer Webinars Inner Circles 1 Some Strategy Sessions etc Team with other Customer Success Specialists to share a portfolio of 150-500 customers Track and report critical metrics adoption usage Health checks Net Promoter Score Review customer success journey program content identifying content gaps and content to be updated and collaborate with internal subject matter experts and customers to develop critical content as needed Document all customer interactions in Gainsight capturing necessary details for continued follow up by other team members Represent the customer whilst working with teams across the organization to ensure a singular and stellar customer experience with Planview Customer Success Specialist - Page 2 of 2 Desired Skills Exceptional team player with the ability to facilitate and harness cross-team collaboration while working with teams in person and virtually A self-starter and quick learner comfortable in a fast-paced environment where priorities change constantly Customer-centric approach focused on helping the customer achieve value from their Planview technology solution Strong program development to own customer lifecycle journey focused on driving adoption and retention Strong analytical skills to measure effectiveness of the programs and report customers trends Accountable for performance and results and committed to delivering the best Proven ability to quickly learn new technology channels Self-motivated attentive organized and willing to take complete ownership of a project Extreme attention to details and documenting customer interactions Excellent writing and communication skills Excellent time management skills What You ll Bring Bachelor of Arts or Sciences BA BS degree or equivalent job experience Previous experience in a customer services role helping customers grow in their knowledge and achieve greater value from their solution 2-5 years of experience in the Project Portfolio Management PPM space as a Technical Account Manager TAM Professional Services PS Customer Care CC or individual using a PPM solution working with waterfall and or agile methodologies Gainsight NXT and SFDC experience is preferred Strong knowledge of Organizational Change Management PPM PSA business processes and business strategies Working knowledge of the project management or professional services managed services embedded services industry including knowledge of leading practices Experience working with Planview products preferred Fluent in English Fluent in one additional language German French is preferred Benefits at PlanviewAt Planview youll join our global team and culture which reflects the vibrant communities in which our employees live and work To support you at Planview you will enjoy Unplugged Days 4 company-wide paid days off per year to recharge and relax Generous PTO offerings region dependent Region specific competitive benefit plans to support you at any life stage including parental leave retirement medical plans wellness support and remote work support Paid time to volunteer through Planviews Force for Good Week Employee Referral bonus program Weekly office lunches for hybrid team members and social events Flexible work hours environment Now is a great time to join our team If you are looking for a place to grow your career innovate with best-in-class solutions and build the future of connected work Planview is the right place for you Diversity Equity and Inclusion at PlanviewAs part of our efforts to build a workforce with diverse talent we encourage applications from Indigenous Black and other racialized communities 2SLGBTQIA communities people with neurodivergence immigrants people with disabilities and other equity deserving groups In addition to building a diverse workforce we are committed to fostering an inclusive and accessible experience Reasonable accommodations for the interview process can be requested by emailing recruitment planview com Planview
