Customer Success Advocate

Job description

About this role

Planful is the pioneer of financial performance management cloud software. The Planful platform, which helps businesses drive peak financial performance, is used around the globe to streamline business-wide planning, budgeting, consolidations, reporting, and analytics. Planful’s award-winning AI capabilities accelerate decision-making, helping Planful users in over 100 countries to close faster, accelerate cycle times, increase productivity, and improve accuracy. Planful is a private company with more than 1,500 customers, including Bose, Boston Red Sox, Five Guys, Grafton Plc, Gousto, and Specialized, and is backed by Vector Capital, a leading global private equity firm.

Responsibilities

• Manage and work with a portfolio of Planful’s most strategic clients and establish value-driven, outcomes focused partnerships
• Collaborate with senior level leaders, cross-functionally to drive client success
• Define and execute best in class, scaleable, and repeatable processes to ensure client satisfaction
• Leverage thought leadership and consultative skills with your clients to help maximize and expand the use of their Planful solution
• Be curious, provide new ideas, challenge the status quo and help make our team best in class

Qualifications and requirements

• Strong project and time management skills: create and oversee success plans and corresponding action plans necessary to achieve successful, value-based outcomes
• Have a strong sense of urgency and ownership to complete and manage tasks in a timely manner
• Proactively resolve issues that stand in the way of client success
• Work collaboratively and cross-functionally with all departments at Planful
• Prioritize and focus on work required across a broad set of customers
• Utilize data to identify trends, risks and opportunities
• Work at scale using “1 to many” strategies and methods
• Relationship management skills: own the day-to-day relationship with the client
• Understand the needs and objectives of the client in order to maintain strong partnership
• Coordinate key project stakeholders, both internally and externally
• Provide high quality written and verbal client communications including regular business reviews
• Identify new business opportunities within accounts and partner with Sales to execute upon accordingly
• Understand all key client contacts and develop both depth and breadth of relationships accordingly
• Connect clients with other clients through various forums to drive networking and knowledge sharing
• Have a strong executive presence to help influence and drive change with your clients
• Can-do attitude: roll your sleeves up and learn the Planful technology at a proficient level
• Think creatively about solving customer business challenges
• Provide a positive attitude to help influence the greater success of the Planful Customer Success team
• Take pride and ownership in all that you do