Senior Customer Success Planner

4 weeks ago

Reading, United States Insight Global Full time

Assignment Summary

The Success Planner acts as the bridge from Customer Success to the Sales Organization. They will live in Customer Success but operate in Sales. This role will work with Sales to proactively identify a prospect or client’s business needs and recommend innovative strategies or solutions to achieve their desired outcomes. They will work as the technical lead for the Account team, be a liaison to the core Customer Success team, and coordinate with both parties for the flawless implementation of our products and services.

Job description

Success Planning is the bridge from Customer Success to the Sales Organization. This role will be of Customer Success but operate in Sales. They will work closely with Sales to proactively identify a prospect or client’s technical business needs and recommend innovative strategies or solutions to achieve their desired outcomes.

They will work as the technical subject matter expert on behalf of Penske Account team by facilitating tech-related discussions with current customers and prospects, that simplify (and demystify) our product offerings.

This role will act as a liaison to the Customer Success team by ensuring the successful hand-off from Sales to Customer Success. They will coordinate with both parties for the flawless implementation of our products and services. Thus, breaking down the silos and aligning the Pre with the Post sales teams.

Success Planning will help the Customer Success team achieve predictable value delivery. Additionally, they will help Sales to sell/demonstrate said value of Penske Digital products & services.


Major Responsibilities

  • & maintain Penske Digital subject matter expertise
  • & maintain Penske Sales & Product Line expertise
  • Sales with identifying, warming, and qualifying leads
  • to Increase the velocity of deals with Outcome-Based Selling
  • (or help Sales to) technical discussions throughout the sales cycle
  • a consultative approach to convert Products & Services into Solutions/Outcomes for Customers
  • and get approval on the customer’s path to and definition of Success
  • a comprehensive & strategic Success Plan for customers
  • successful hand-offs from Sales to Customer Success
  • Customer Success with customer re-onboarding efforts
  • projects/task as assigned by manager

Qualifications & Skills

  • Planning
  • Adaptable
  • Thinking
  • Solving
  • Skills
  • Management
  • & Written Communication Skills
  • Presentation Skills


Relevant Experience

• 5+ years Customer Service

• 3+ years Customer Success or Sales

Education

Bachelor’s Degree preferred but will consider experience in lieu of degree.


Anyone that has experience as the following would ideal:

  • Success
  • Engineering
  • Management
  • Management

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