Customer Success Specialist

1 month ago

Bengaluru, India Planview Full time
Company Overview

Planview 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 industry’s 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. We’re 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 Opportunity

Customer 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 Do

Responsibilities:
• Engage in proactive communication with customers via e-mails, chat tools and telephone
• Become proficient in Planview’s 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 – Job Description 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 Planview

At Planview, you’ll 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 Planview’s 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


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