The Planon DACH /Central region is in full expansion. Over the recent past we have successfully grown our business and a loyal customer base. As a result of this success,  we are seeking a talented customer success manager  to join our Planon DACH team. This is a brand new position and reports to the General Manager of the DACH Region.

Our Customer Success Manager (CSM) is critical to our relationships with our customers. The CSM is responsible for ensuring customers successfully onboard, adopt and realize the value from Planon solutions.  The CSM is the coordinator and bridge-builder between our customers and various departments in Planon such as support, product management, marketing, sales and services. The CSM is a highly motivated and skilled customer relationship builder who drives adoption of our Planon solutions, generates referrals, drive customer loyalty, and secures long-term relationships. 

The CSM will also be responsible for creating and leading local customer advisory boards and customer user groups. This is all achieved by knowing the customer, designing plans to deliver maximum value, and to be consultative in the journey to becoming a trusted advisor.  As a result, client retention and growth are greatly improved. This position reports into the General Manager of the DACH region and is member of the DACH Leadership Team.

How will you make an impact?

In this role, you will be managing existing and new customers, focused on improving customer retention, increasing adoption of Planon within the customer base, identify expansion opportunities and identifying and escalating customer issues that require remediation. Some aspects of this opportunity include:

• Know the customer: These aspects include understand the customer business, map and develop relationships with customer’s executive alignment as well as with the Planon users at the customer location; understand the desired outcomes, maturity assessment and aspirations, challenges of using Planon and the customer business goals;
• Lead and coordinate the deployment and adoption of Planon products, know the Planon solution, the AppSec market and competition;
• Conduct regular touchpoint sessions (including QBRs with customers and Planon teams) to validate that we in Planon, know the customer, review KPIs (Key Performance Indicators), and drive customer awareness of product features and Planon services;
• Harness all necessary resources to maximize the adoption and realized value of their purchased solutions, identify risk and mitigate in a timely manner;
• Maintain accurate view of health of assigned customers using existing tools and procedures in place;
• Work closely with Product Management, R&D and Support teams to promote customer requests;
  Proactively anticipate customer needs and effectively manage reactive customer requests;
• Works with channel and partners;
• Must have a strong bias toward guiding product maturity with customers.

If you are passionate about technical implementations and developing client relationships, and you want to evolve in a challenging environment, then this opportunity is perfect for you. Join our dynamic team, where you will have the chance to drive business growth, build strong client partnerships, and enhance your skills in a fast-paced, results-driven environment.

• Minimum 8 years of experience in the DACH region in Customer Success Management, Technical Account Management, or Technical Support in a SaaS company;
• Proficient in English and German (verbal and written); French would be an additional advantage;
• Understand and communicate the technical architecture and integration of our products within customers' environments;
• Ability to connect and build long-lasting relationships with customers through consultative conversations;
• Ability to understand and articulate complex technical concepts and be a creative problem solver;
• Exceptional multi-tasking abilities and organization skills and capable of working independently and as part of a team;
• Ability to adopt and effectively use other platforms and solutions, as needed.

A healthy work-life balance and the possibility of working hybrid. We encourage a collaborative and learning work environment, which is why we offer constant learning and meaningful training opportunities. In addition, we offer challenging projects with world-leading clients and extraordinary experiences. Hereby an overview of our benefits.

Join us on our journey to become the recognised world leader in Smart Sustainable Building Management software solutions, controlling solutions for the construction and real estate industries. How do we do this? By putting our people at the heart of our company and creating an inspiring and safe environment that allows all of us to work, learn, live, and play.

Planon is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to any characteristic protected by applicable law.