Sr. Customer Success Manager

Company: Planview Incorporated
Location: Austin
Posted on: May 25, 2023

Job Description:

Overview

• PPM industry expert.
• Responsible for complex large customers with $500k + ARR and a total portfolio of $5mil + ARR.
• Ultimate responsibility for assigned customers retention, growth & advocacy.
• Owns customer experience and customer communication.
• Drive customer adoption and successful expansions of Planview throughout the enterprise.
• Develop trusted advisor relationships and articulate value of the Planview solution to the enterprise customer sponsors and stakeholders.
• Gain deep understanding of the customers business requirements and ensure Planview products are closely aligned with the customer's business strategy helping them to achieve specific and measurable business outcomes.
• Partner with sales to enable up-sells, cross-sells, and expansions of professional services and licenses to grow customers adoption and product usage.
• Engage with customers and our Professional Services department to develop system design, functional and technical specifications to meet customer functionality, reporting, customization and integration requirements.
• Relentlessly serve as the customer advocate to Planview, ensuring high customer satisfaction.
• Provide feedback to Product and Engineering regarding customer requests, emergencies, or unmet product needs to represent the voice of the customer and shape the product roadmap development.
• Thought leader driving overall CS team and business improvement through process improvements and strategic initiatives.
• Establish and oversee C level executive relationships with customers.
• Responsible for providing timely forecast, retention risks and customer growth analysis to Planview executive team.
• Independently mitigate customer retention risks and serve as an escalation lead leveraging appropriate Planview resources as required.
• Responsible for mentoring and coaching CSM colleagues. ROVING/TELECOMMUTING EMPLOYEE: Reports to company headquarters in Austin, TX. Will work at various unknown client sites throughout the US for up to 100% of the time. Must be willing to travel anywhere in the US and may be assigned to work at client sites across the US. Can work remotely or telecommute.
  
  SALARY: $135,000 per year
  
  #LI-DNI
  
  Qualifications
  • Bachelor's degree in any field.
  • Five (5) years in any occupation in which experience in customer-facing roles for technology companies is gained must include: Five (5) years of experience in SaaS account management, customer success, technical account management, project management or consulting. Experience must also include: Domain expertise in the Project Portfolio Management (PPM) or Professional Services (PS) space using a PPM or PSA solution working with either Waterfall or Agile methodologies; Implementing and/or configuring PPM or PSA software; SaaS & general programming methodologies and software architecture; Leading PPM practices and related SaaS offerings; and Organizational Change Management, PPM/PS business processes and business strategies.

Keywords: Planview Incorporated, Austin , Sr. Customer Success Manager, Executive , Austin, Texas