Senior Customer Success Specialist

The Senior Customer Success Specialist is responsible for overseeing the operational aspects of the subscriber relationship from a closed sale through the life of the subscription. Using excellent relationship management skills, this person will ensure high customer satisfaction and optimal utilization of the Planning Pod system. This is an essential member of the Customer Operations Organization with a focus on assessing customer needs to deliver custom training and implementation, expand usage, build value and ensure retention/renewal of high value customers.

To perform this job successfully, the Customer Success Manager must serve as a zealous advocate of users and work to ensure client satisfaction. This role focuses on driving utilization by making certain our customers are sufficiently trained and engaged in the use of these solutions. They will recognize opportunities to add services, upgrade accounts and create growth opportunities for the company and our users.

To excel in this role, you must be confident, sociable and enjoy interacting with customers (mostly by telephone and zoom web meetings) – and be a resourceful, detail, and process-oriented problem solver.

This is a 40 hour per week, non-exempt hourly position.

About Planning Pod

Planning Pod is a dynamic company offering Software-as-a-Service solutions for venue and event management. As a company with a strong startup-attitude, adaptability and a willingness to take on additional responsibilities and learn new skills are essential qualities for team members.

Through onboarding activities, scheduled business review meetings, email, phone and other support channels this person will be responsible for:

• Establishing needs & expectations of new Enterprise/Venue customers
• Providing suggestions on effective workflows based on client’s existing business structure and processes
• Assembling a curated training track from established resources that include training videos, help articles, webinars and other resources
• Assisting in creating and executing onboarding/implementation tactics using either customized solutions or existing resources/webinars/videos based on customer needs.
• Working with Sales for "Hand-offs", leverage the outlined program tactics to allocate appropriate resources based on needs. 
• Provide customized training interventions as directed by Management.
• Ensure timely and effective communication with other departments regarding customer needs.
• Monitor and track progress of all new subscriptions in the training pipeline to ensure appropriate adoption and usage of the software. Proactively intervene when needed to drive desired results. 
• Continually assessing needs & expectations of Enterprise/Venue customers
• Leverage the outlined program tactics to allocate appropriate resources based on needs. 
• Monitor and track progress of all subscriptions in your book of business to ensure appropriate adoption and usage of the software. Proactively intervene when needed to drive desired results. 

You will be responsible for proactively tracking the health of your book of business ensuring customer satisfaction and ensuring effective migration of new customer data. This includes:

• Planning and scheduling meetings with clients
• Identifying growth and expansion opportunities, proactively reaching out to close new opportunities 
• Overseeing data migration for new users in standard and custom setup packages within established time-frames, assisting in the migration of data when necessary
• Quoting/overseeing custom data migration, communicating projects to Data Migration team members. 
• Proactively managing the upgrade and renewal process
• Ensuring the successful adoption of new features, doing mass and individual outreach to train on new features
• Continually assessing client needs after initial adoption to ensure retention of accounts

Skills & Qualifications

Soft Skills

• You are energized by talking to people and building relationships with customers.
• You can empathize with people and engage with them in a way that they know you care about them and their issues.
• You are a team player who can both follow and lead.
• You are Web-savvy and a quick adapter to new technology.
• You can make decisions, solve problems and understand when is the right time to escalate or pass off a customer to a technical or sales expert.
• You can explain complex topics in simple, easy-to-understand terms.
• You are a critical thinker with the ability to assess processes and offer solutions on-the-fly.

Work Experience/Technical Skills

• At least 3 years of experience in Account Management, training, onboarding or project management.
• Ability to evaluate, troubleshoot and respond to customer needs and questions as well as document all requests for escalation and reporting.
• Proficient in using tech tools for communicating with customers (including support ticketing, live chat and screen sharing applications); we currently use Gainsight, Gmail and Zoom to communicate with customers and track inquiries.

A Big Plus...

Familiarity/experience providing support for Software-as-a-Service or similar Web-based technology platform.

Salary/Benefits

• Starting at $24.04 - 26.44 per hour, 40 hours per week ($50,000 - 55,000 annually), negotiable based on background and experience
• Retirement savings plan with company contribution
• Generous PTO benefits with 15 days of PTO after 60 days of employment
• 12 Federal Holidays off paid
• 100% employee premiums paid health insurance
• Freedom of working remotely from your home
• Fantastic, supportive work environment! The ability to directly impact change in a growing organization.