Job Description

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 planview.com, and connect with us on LinkedIn, Instagram, and X.
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.

Qualifications:
Bachelor of Arts or Sciences (BA/BS) degree or equivalent job. Previous experience in a customer services role helping customers grow in their knowledge and achieve greater value from their solution 3-6 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. Working knowledge of the project management or professional services, managed services, embedded services industry including knowledge of leading practices. Experience working with Planview products Fluent in * Fluent in one additional language (German, French) is