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Form of work Job Description
Overview
The Strategic Customer Success Manager (CSM) will be responsible for working with our largest and most strategic customers. In this senior level role, you will maintain a high level of customer satisfaction by building long-term strategic relationships with our customers and ensuring they realize full value from their investment with Planview. You must have strong business acumen and the ability to communicate effectively in presenting to large groups, work effectively and collaborate in a team, building executive level relationships, and aptitude for developing business strategies in the customer’s core use cases.
The Strategic CSM works closely with other Planview cross functional team members to be proactive in bringing solutions that help customers enable their Planview solutions to achieve desired outcomes. The Strategic CSM is therefore expected to build and maintain strong partnerships with all Planview team members to foster a collaborative and team focused approach to customer success. The Strategic CSM is responsible for the effective use of internal tools/processes to keep management and internal teams informed of customer status, health, expansion opportunity and retention forecast.
Responsibilities
Develop trusted advisor relationships with xVP/C-level and articulate the value of the Planview platform 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.
Facilitate best practices business discussions with the customer.
Ultimate responsibility for assigned customers’ advocacy, retention, satisfaction 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 (Customer Care).
Partner with internal team members and subject matter experts to strategize on a customer’s ongoing success (Sales, Professional Services, Product Management, Global Learning).
Work closely with the Sales organization (assigned Account Executive) on account planning, account strategy and execution.
Identify and help mitigate 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.
Partner with Professional Services and Global Learning to determine implementation, training packages and license expansions to grow customers’ adoption and product usage.
Responsible for timely forecasts and business strategies to achieve goals and targets.
Provide retention risk and customer growth analysis to the Manager & Director, Customer Success.
Serve 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%.
Carry a multimillion-dollar book of business consisting of less than 5 accounts.
Success in this role will be measured on customer retention, success plan creation/execution, customer advocacy participation, and executive relationships.
Qualifications
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.
Experience with Agile methodology and the ability to communicate Agile methods.
Strong MS PowerPoint, presentation, and communication skills.
Enthusiastic, positive, personable, and flexible.
Ability to prioritize and perform effectively while managing multiple customers.
Ability to quickly interpret and convey technical and business roadmaps in an easy-to-understand way.
Excellent time management skills.
Additional Qualifications
Bachelor’s degree in arts or sciences (BA/BS).
Experience as a practitioner in the Financial Industry with experience in Project Portfolio Management (PPM) or Professional Services (PS) using a PPM or PSA solution working with waterfall and agile methodologies.
Proven track record in a customer facing role, driving success with enterprise customers
Minimum 10 years of work experience in customer-facing roles for technology companies with at least 5 years of experience in SaaS account management, customer success, sales, technical account management or consulting.
Experience implementing a PPM, PSA or Lean Agile solution within an organization is required.
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.
Fluent in English required. Additional languages as required to meet regional / global demand.
Experience working in a multi-cultural/country environment would be a plus.
