Customer Success Advocate

About Us

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. Learn more at Planful.com.

About the role

To achieve our goals, we are looking for a Customer Success Advocate to join our team.  This is a highly visible role, working with our most prestigious clients.  By building strong relationships, acting as a trusted advisor, and bringing technical subject matter expertise, you will help maximize the Planful platform to meet clients financial planning objectives. As the Customer Success Advocate, you will be responsible for maintaining ongoing business objectives, helping your clients maximize value realization from their Planful solution, giving support for a successful onboarding experience, and ultimately ensuring the renewal of key accounts. Through strong leadership, you will manage the overall relationship with your clients, and closely partner with Sales on expansion opportunities.  As part of this expanding team, you will also bring your experiences and thought leadership to help build out scalable and repeatable processes to be leveraged across our customer base.

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

What you Bring to the Table

• Strong Project & Time Management Skills and can:
• Create & 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 that allow you to:
• Own 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 that enables you to:
• 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

Preferred Qualifications:

• 3+ years in a client-facing, Customer Success Manager role in Financial Software
• Excellent communication skills (both written and verbal) with strong presentation and facilitation skills 
• Proficiency in Microsoft Tool Suite (Powerpoint, Excel, Word) and Google Tools Suite (Slides, Sheets, Docs), Salesforce and Gainsight a plus
• Demonstrated ability to influence and consult (providing options with pros, cons and risks) and lead sponsors/stakeholders to the solution of business process and/or technical problem