Customer Success Specialist

1 month ago

Bengaluru, Karnataka, India Planview Full time
Customer Success Specialist

Planview is seeking a Customer Success Specialist to help ensure our mid-tier customers deeply adopt our Planview Products. This role will optimize and expand multi-channel programs to drive customer adoption and retention efficiently and effectively at scale.

Responsibilities:
  • Engage in proactive communication with customers via email, chat tools, and telephone.
  • Become proficient in Planview's portfolio of products supporting SPM, PPM, EAP, and PSA solution markets.
  • Coordinate digital content for various customers depending on the customer persona.
  • Develop and implement engaging adoption campaigns through various channels.
  • Team with other Customer Success Specialists to share a portfolio of 150-500 customers.
  • Track and report critical metrics, including adoption, usage, health checks, and Net Promoter Score.
  • Review customer success journey program content 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 while working with teams across the organization to ensure a singular and stellar customer experience with Planview.
Requirements:
  • Exceptional team player with the ability to facilitate and harness cross-team collaboration.
  • 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 skills to own customer lifecycle journey focused on driving adoption and retention.
  • Strong analytical skills to measure effectiveness of 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.

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