At a Glance
- Tasks: Build strong relationships with clients and ensure their success using the Planful platform.
- Company: Join a rapidly expanding tech company focused on customer success in the EMEA market.
- Benefits: Enjoy flexible working hours, 12 weeks paid parental leave, and comprehensive health benefits.
- Other info: Collaborate across teams and drive innovative solutions for diverse clients.
- Why this job: Make a real impact by helping clients achieve their financial planning goals.
- Qualifications: 5+ years in a client-facing role, preferably in Financial Software or SaaS.
The predicted salary is between 60000 - 80000 £ per year.
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.
- Helping 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.
Your responsibilities will include:
- Managing and working with a diverse portfolio of Planful’s clients and establishing value-driven, outcomes-focused partnerships.
- Collaborating and managing across multiple functions including support, sales, product, engineering, and senior leadership to drive client success.
- Defining, developing, and executing best-in-class, scalable, and repeatable processes to ensure client satisfaction.
- Providing proactive, consultative guidance to clients regarding the highest and best use of Planful.
- Utilizing your knowledge in common Financial Planning, Reporting, Consolidation, and Forecasting processes to connect the dots of client challenges with Planful capabilities.
- Leveraging thought leadership and consultative skills with your clients to help maximize and expand the use of their Planful solution.
- Developing a deep understanding of client business objectives, use cases, technical ecosystem, and business requirements.
- Acting as the “Voice of the Customer” to communicate customer needs and/or opportunities to internal stakeholders such as product, marketing, and support.
- Providing escalation support as needed to ensure client satisfaction.
- Working independently and at scale to deliver a consistent and repeatable customer experience.
- Successfully utilizing data to identify risks and opportunities within a customer’s adoption of Planful.
- Utilizing SFDC and other Customer Success specific tools to document, collaborate, and manage customer interactions.
- Being curious, providing new ideas, challenging the status quo, and helping make our team best in class.
Benefits include:
- 12 weeks fully paid parent leave.
- Flexible working hours.
- Full medical, dental, vision benefits.
- Work from home opportunities.
- Health insurance.
Additional Skills and Responsibilities:
- Working at scale using “1 to many” strategies and methods.
- Utilizing data to identify trends, risks, and opportunities.
- Prioritising and focusing on work required across a broad set of customers.
- Proactively resolving issues that stand in the way of client success.
- Strong Project & Time Management Skills.
- Creating & overseeing success plans and corresponding action plans necessary to achieve successful, value-based outcomes.
- Understanding the needs and objectives of the client in order to maintain a strong partnership.
- Providing high-quality written and verbal client communications including regular business reviews.
- Understanding all key client contacts and developing both depth and breadth of relationships accordingly.
- Relationship Management skills that allow you to provide a positive attitude to help influence the greater success of the Planful Customer Success team.
- Owning day-to-day relationship with the client.
- Coordinating key project stakeholders, both internally and externally.
- Thinking creatively about solving customer business challenges.
- Having a strong executive presence to help influence and drive change with your clients.
- Connecting clients with other clients through various forums to drive networking and knowledge sharing.
- Identifying new business opportunities within accounts and partnering with Sales to execute upon accordingly.
Can-do attitude that enables you:
- Proficiency in Salesforce and G-suite.
- Experience with AI including ChatGPT a plus.
- 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.
- 5+ years in a client-facing, Customer Success Manager role, preferably in Financial Software.
- Experience in a SaaS environment.
- 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.
- Understanding of Finance, financial planning & reporting processes.
Senior Customer Success Manager (EMEA) employer: Planful
Planful is an exceptional employer that prioritises employee growth and well-being, offering a supportive work culture with flexible hours and comprehensive benefits, including 12 weeks of fully paid parental leave. As a Senior Customer Success Manager in the EMEA region, you will thrive in a collaborative environment where your expertise directly impacts client success, while also having the opportunity to shape scalable processes and share your insights across a rapidly expanding team.
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.
