Customer Success Manager (Global Tech Touch)
Posted Updated
Description
- The Customer Success team at Planet is seeking a Customer Success Manager (CSM) on the Global Tech Touch team to handle global small-customer business and partner relationships in the EMEA and AMER region. The mission will be to retain and expand customers efficiently through Planet’s low-touch model
- The CSM will grow and utilize their expertise and good working knowledge of remote sensing, GIS and geospatial imagery products to be our customer’s go-to Planet ambassador
- Ensure that customers are in a position to adopt and see the value of our products
- Provide a low-touch onboarding and training experience
- Deliver necessary support to ensure successful delivery of our services and produce timely solutions according to Planet’s low-touch model
- Communicate consistently with clients throughout the contract life-cycle, escalating important issues where needed
- Work closely with Finance, Product, Sales and other teams across the company
- Set the right expectations for clients and partners and redirect them to the appropriate resources
- Initiate negotiations and execute timely contract renewals and expansions
- Identify opportunities for upselling or expanding the use of the product or services
Benefits
- Comprehensive health plan
- Wellness program and massages
- Flexible time off
- Recognition programs
- Commuter benefits
- Learning and tuition reimbursement
- Parental leave
- Offsites and happy hours
- Volunteering benefits
- The ideal candidate is a self-starter, creative thinker and a great communicator. Maintaining a human-centered approach will help drive value realization and return on the client’s investment
- 2+ years of relevant work experience
- Ability to successfully communicate and coordinate with international customers & sales team
- Creative problem solving skills and proactive work style
- Good working knowledge of geospatial technologies, GIS or Remote Sensing including how to manipulate geometries, convert file types, and perform other basic operations within a GIS environment (QGIS, ESRI, etc)
- Ability to multitask and prioritize job requirements
- Experience working with GIS applications (QGIS, ESRI, GEE etc.)
- Excellent verbal and written communication skills in English, the language of the company
- Aptitude to adapt to change
- Bachelor’s Degree in relevant field
- Sales negotiation skills
- Working knowledge of Salesforce (SFDC) and how to apply its use across the customer lifecycle contract renewal