Job Description

The Opportunity Were looking for a Customer Success Manager to join our team The Customer Success Manager (CSM), Central or Eastern Region, is responsible for ensuring the success, ongoing retention, and customer value achievement for a portfolio of Planview customers This role will partner with the customer to understand their business challenges and goals to build a journey success plan to enable their desired / expected business outcomes and business objectives The CSM is responsible to help the customer achieve Planview solution adoption and ensure ongoing retention and growth The CSM works cross-functionally within Planview to be proactive in bringing solutions that help customers enable their Planview solutions to achieve desired outcomes The CSM is expected to maintain strong partnerships with all Planview team members to foster a collaborative and team focused approach to customer success The CSM is responsible for the effective use of internal tools/processes to keep management and internal teams informed of customer status, health, and retention forecast What Youll Do Develop trusted advisor relationships and articulate the value of the Planview solution to the customer including key sponsors and stakeholders Develop and monitor customer journey success plans focused on enabling customers to achieve specific measurable business outcomes Responsible to monitor, intervene and advocate on behalf of the customer, to ensure the Planview customer experience is positive Drive and support customer adoption and successful expansion of Planview s products throughout the customer enterprise Ultimate responsibility for assigned customers advocacy, retention and growth Maintain accurate, up-to-date customer contacts within Planview systems, assuring customers are receiving regular communications Develop a comprehensive understanding of the customer s industry, business challenges, desired business outcomes and business objectives and ensure close alignment with Planview products Build executive level business relationships within an account to effectively understand and align a proper customer journey focused on enabling desired outcomes Ensure any account issues and escalations are managed appropriately and resolved quickly, leveraging appropriate supporting resources from Planview as needed Partner with internal team members and subject matter experts to strategize on a customer s ongoing success Identify risks to customers achieving their desired business outcomes, objectives and develop risk mitigation plans Gather customer product feedback and communicate with product management and engineering to represent the Voice of the Customer and shape product roadmap development Work as a customer advocate in driving industry and Planview leading practices and ensuring high customer satisfaction Position Professional and Education Services sales and license expansions to grow customers adoption and product usage Responsible for timely forecasts and business strategies to achieve goals and targets Provides retention risk and customer growth analysis to the Manager & Director, Customer Success Serves as an escalation lead for all issues that impact customers in their portfolio Travel to local user groups, attendance at the annual company kickoff and customer conference as well as individual customer visits is required, (pandemic restrictions and company policy may impact travel requirement) Travel within a month may be up to 25% What Youll Bring Bachelor in Arts or Sciences (BA/BS) degree a plus Experience as a practitioner in the Project Portfolio Management (PPM) or Professional Services (PS) space using a PPM or PSA solution working with waterfall and/or agile methodologies Proven track record in a customer facing role, driving success with enterprise customers 5-10 years of work experience in customer-facing roles for technology companies with at least 5 years of experience in SaaS Customer Success Management, Account Management or consulting Experience implementing a PPM, PSA or Lean-Agile solution within an organization is preferred Experience with account planning, project management and prioritization Exceptional communication and interpersonal skills, handling customer issues with tact and diplomacy Experience speaking and working with C-level executives Strong knowledge of Organizational Change Management, PPM/PS business processes and business strategies Working knowledge of the project management or professional services, managed services, embedded services industry including knowledge of leading practices Knowledge of Customer Success best practices Experience working in Customer Relationship Management (CRM) and Customer Success technologies helpful SAFe Agilist certification is a plus Experience working with Planview products preferred Lives in the Central or Eastern Region 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 AdaptiveWork (formerly Clarizen) or competitive technology preferred Strong MS PowerPoint, presentation, and communication skills Enthusiastic, positive, personable, and flexible Ability to prioritize, multi-task, and perform effectively under pressure Ability to quickly interpret and convey technical and business roadmaps in an easy-to-understand way Excellent time management skills At Planview, we re building the future of connected work

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