Senior Customer Success Manager

September 14

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Host Analytics Inc

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Cloud • Enterprise Performance Management • Budgeting • Planning and Forecasting • Financial Consolidation and Reporting

201 - 500

Description

• Manage and work with a diverse portfolio of Planful’s clients and establish value-driven, outcomes focused partnerships. • Collaborate and manage across multiple functions including support, sales, product, engineering, and senior leadership to drive client success. • Define, develop and execute best in class, scaleable, and repeatable processes to ensure client satisfaction • Provide proactive, consultative guidance to clients regarding highest and best use of Planful. • Utilize your knowledge in common Financial Planning, Reporting, Consolidation and Forecasting processes to “connect the dots” of client challenges with Planful capabilities. • Leverage thought leadership and consultative skills with your clients to help maximize and expand the use of their Planful solution • Develop deep understanding of client business objectives, use cases, technical ecosystem and business requirements. • Act as the “Voice of the Customer” to communicate customer needs and/or opportunities to internal stakeholders such as product, marketing and support. • Provide escalation support as needed to ensure client satisfaction. • Work independently and at scale to deliver a consistent and repeatable customer experience. • Successfully utilize data to identify risks and opportunities within a customer's adoption of Planful. • Utilize Gainsight, SFDC and other Customer Success specific tools to document, collaborate and manage customer interactions. • Be curious, provide new ideas, challenge the status quo and help make our team best in class

Requirements

• 5+ years in a client-facing, Customer Success Manager role in Financial Software • Strong business acumen with a deep understanding of the software industry, DACH specific market trends, and customer needs • Located in Germany • Excellent communication skills (both written and verbal) in English and German with strong presentation and facilitation skills • Proficiency in Gainsight, Salesforce and G-suite. Experience with AI including ChatGPT 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 problems • Experience in a SaaS environment • Understanding of Finance, financial planning & reporting processes

Benefits

• 2 Volunteer days, • Birthday PTO, and quarterly company Wellness Days • 3 months supply of diapers and meal deliveries for the first month of your Maternity/Paternity leave • Annual Planful Palooza, our in-person, company-wide culture kickoff held in cities like San Diego, Denver, and most recently - Palm Desert, California! • Team-specific offsites in cities like New York, Sonoma, or our brand new HQ based in downtown San Francisco • Office hubs in San Francisco, Toronto, and London. We also offer benefits such as home office setup, and monthly wifi and cell phone reimbursements for all employees, in-office or remote. • Company-wide Mentorship program with Executive sponsorship of CFO and Manager-specific monthly training programs • Employee Resource Groups such as Women of Planful, Parents of Planful, and many more. We encourage our teammates to bring their authentic selves to the team, and have full support in creating new ERGs & communities along the way