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 planview.com, and connect with us on LinkedIn, Instagram, and X.
The Opportunity
We’re looking for an Associate Customer Success Manager to join our team in APAC. In this role, you will be managing small to medium customer accounts, helping them in defining their success journey and roadmap, building executive connections, being their voice within our organization, driving stickiness and growth of our solution footprint, and ultimately driving retention.
What You'll Do
- Be responsible for smaller customers with USD $30k+ ARR with a total portfolio of up to USD $3mil+ ARR.
- Be responsible for assigned customer retention, growth & advocacy.
- Support APAC CSMs on strategic and enterprise accounts.
- Own customer experience and communication.
- Drive customer adoption and successful expansions of Planview
throughout the enterprise.
- Develop trusted advisor relationships and articulate value of the
Planview solutions to the enterprise customer sponsors and
stakeholders.
- Gain deep understanding of the customers business requirements
and ensure Planview products are aligned with the
customer's business strategy, helping them to achieve specific andmeasurable business outcomes.
- Provide solutions to issues in creative and effective ways.
- 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, customisation andintegration 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 roadmapdevelopment.
- Support Customer Success Leadership establish Senior Management and Executive relationships with customers on accounts.
- Provide 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.
- Lead the collaboration with internal colleagues such as Account Executives, Solutions Consultants, Professional Services, Product, Engineering and Customer Care to meet customer needs.
- Be accountable for customer health and provide ongoing monitoring and management including leading the resolution of remediation plans.
What You'll Bring
- Three (3) years in customer facing roles for software, technology or consulting companies.
- Three (3) years of experience in SaaS account management, customer
success, technical account management, consulting, or large PMO.
- Domain knowledge in the Project Portfolio Management (PPM) or Professional Services (PS) space using a PPM or Professional Service Automation (PSA) solutions working with either Waterfall or Agile methodologies.
- Overall knowledge of SaaS, delivery methodologies and software architecture.
- Familiarity with CRM tools and customer success platforms (e.g., Salesforce, Gainsight).
- Analytical mindset with a focus on problem-solving.
- Experience implementing and/or configuring SaaS solutions, especially PPM or PSA software is a plus.
- Experience in SaaS or tech environments is a plus
- Organizational Change Management, PPM/PS business processes and business strategies is a plus.
Whether you have some, or all of these, we want to hear from you if you believe your background and experience might be a fit! 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!
Diversity, Equity and Inclusion at Planview
As part of our efforts to build a workforce with diverse talent, we encourage applications from Indigenous, Black, and other racialized communities, 2SLGBTQIA+ communities, people with neurodivergence, immigrants, people with disabilities, and other equity deserving groups. In addition to building a diverse workforce, we are committed to fostering an inclusive and accessible experience. Reasonable accommodations for the interview process can be requested by emailing recruitment@planview.com.
