Customer Success Specialist
2 days ago
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.
- 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.
- 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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