Customer Success Specialist II

The Opportunity

• Exceptional team player with the ability to facilitate and harness cross-team collaboration while working with teams in person and virtually.
• Adapt to the new technologies.
• A self-starter and quick learner comfortable in a fast-paced environment where priorities change
• Customer-centric approach focused on helping the customer achieve value from their Planview technology solution
• Strong program development to own customer lifecycle journey focused on driving adoption and retention
• Strong analytical skills to measure effectiveness of the programs and report customers trends
• Accountable for performance and results, and committed to delivering the best
• Proven ability to quickly learn new technology channels
• Self-motivated, attentive, organized, and willing to take complete ownership of a project
• Extreme attention to details and documenting customer interactions
• Excellent writing and communication skills
• Excellent time management skills

What Youll Do

• 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.

What Youll Bring

• 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