Description:
The Account Manager (AM) is responsible for ensuring success, ongoing retention, and customer value achievement for a portfolio of Planview customers. This role will partner with the customer to understand their business challenges and goals to build a journey success plan to enable their desired / expected business outcomes and business objectives. The AM is responsible for helping the customer achieve Planview solution adoption and ensure ongoing retention and growth.
What You'll Do
- Develop trusted advisor relationships with xVP/C-level and articulate the value of the Planview solution to the customer including key sponsors and stakeholders.
- Drive and support customer adoption and successful expansion of Planview’s products throughout the customer enterprise.
- Partner with internal team members and subject matter experts to strategize on a customer’s ongoing success.
- Responsible to monitor, intervene and advocate on behalf of the customer, to ensure the Planview customer experience is positive.
- Ensure any account issues and escalations are managed appropriately and resolved quickly, leveraging appropriate supporting resources from Planview as needed.
- Partner with Professional Services and Global Learning to determine implementation, training packages and license expansions to grow customers’ adoption and product usage.
- Responsible for timely forecasts and business strategies to achieve goals and targets.
- Responsible for customer commercials and renewals.
- Develop and monitor customer journey success plans focused on enabling customers to achieve specific measurable business outcomes.
- Ultimate responsibility for assigned customers’ advocacy, retention, and growth.
- Travel to local user groups, attendance at the annual company kickoff and customer conference as well as individual customer visits is required, (pandemic restrictions and company policy may impact travel requirement). Travel within a month may be up to 25%.
- Carry a book of business of approximately 18-20 customers.
What You'll Bring
- Exceptional team player with the ability to facilitate and harness cross-team collaboration while working with teams in person and virtually.
- A self-starter and quick learner comfortable in a fast-paced environment where priorities change constantly.
- Proven ability to build and maintain strong relationships with a diverse set of internal and external stakeholders including senior-level executives, legal, technical, finance, sales, and marketing professionals.
- Exceptional communication and interpersonal skills, handling customer issues with tact and diplomacy.
- Enthusiastic, positive, personable, and flexible.
- Ability to prioritize, multi-task, and perform effectively under pressure.
- Ability to quickly interpret and convey technical and business roadmaps in an easy-to-understand way.
- Ability to quickly grasp and distinctly explain technological, business and project delivery concepts.
- Experience with account planning, project management and prioritization.
- 5+ years of overachievement in selling SaaS solutions to new and existing customers with 1B in revenue
- Strong team management and sales cycle management
- Experience and consistent achievement in different sales roles is a plus
- Proficient with SFDC and other sales automation tools preferred
- Experience working with Planview products (preferred).
- Fluent in English required. Additional languages as required to meet regional / global demand.