At a Glance
- Tasks: Build strong relationships and help clients maximise their financial planning with our platform.
- Company: Join Planful, a leader in financial performance management software.
- Benefits: Enjoy flexible work options, wellness days, and generous parental leave.
- Other info: Be part of a vibrant culture that values authenticity and community.
- Why this job: Make a real impact by helping clients achieve their financial goals.
- Qualifications: 5+ years in customer success, preferably in financial software.
The predicted salary is between 60000 - 80000 £ per year.
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 empowers finance, accounting, and business users to plan confidently, close faster, and report accurately. More than 1,500 customers rely on Planful to accelerate cycle times, increase productivity, and improve accuracy.
About The Role
Planful is seeking a highly motivated and results-driven Senior Customer Success Manager to join our team as we continue to invest in and scale the EMEA market. This is a highly visible role, working with our most strategic 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 Senior Customer Success Manager - EMEA, you will be responsible for delivering a successful customer experience throughout the customer lifecycle. You will achieve this by strategic consultation focused on client business objectives, developing insightful and impactful relationships with senior leadership, ensuring “day to day” client needs are being met, and ultimately that clients achieve ROI/value realization to retain and grow with Planful. Through strong leadership, you will manage and collaborate across the Planful ecosystem, including Sales, Support and Product, to achieve these results. As part of the rapidly expanding EMEA team, you will also share your learnings, experiences and thought leadership to help build out scalable and repeatable processes to be leveraged across our EMEA customer base.
Responsibilities
- 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, scalable, 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 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.
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.
- Prioritise and focus on work required across a broad set of customers.
- Utilise 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.
Additional Qualifications
- 5+ years in a client-facing, Customer Success Manager role, preferably in Financial Software.
- Strong business acumen with a deep understanding of the software industry, with specific understanding of market trends, and customer needs in the EMEA region.
- Excellent communication skills (both written and verbal) in English with strong presentation and facilitation skills.
- Proficiency in 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.
Why Planful
Planful Exists To Enrich The World By Helping Our Customers And Our People Achieve Peak Performance. To Foster The Best In Class Work We’re So Proud Of, We’ve Created a Best In Class Culture, Including:
- 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.
- Opportunities to attend in-person, company-wide events held in cities like San Diego, Denver, and most recently - Palm Desert, California!
- Team-specific offsites.
- 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.
Senior Customer Success Manager, EMEA employer: Planful
Planful is an exceptional employer that prioritises employee well-being and professional growth, offering a vibrant work culture enriched by initiatives like volunteer days, wellness events, and a supportive mentorship programme. With a focus on collaboration and innovation, employees are empowered to bring their authentic selves to work while enjoying benefits such as home office support and opportunities for team-building events across exciting locations. Join us in the EMEA region to make a meaningful impact with a company dedicated to helping both its clients and employees achieve peak performance.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Success Manager, EMEA
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Planful. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Planful before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Customer Success Manager, EMEA
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Planful:Your cover letter is your chance to shine! Tell us why you want to work at Planful specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Planful!
How to prepare for a job interview at Planful
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
