Customer Success Operations Specialist

About US

Planful is the pioneer of end-to-end financial close, consolidation, and financial planning & analysis (FP&A) cloud software. The Planful platform is used by the Office of the CFO around the globe to streamline business-wide planning, budgeting, consolidations, reporting, and visual analytics.

With more than 1,000 customers including the Boston Red Sox, Del Monte, Robinhood, 23andMe, Five Guys, FabFitFun, TGI Fridays and Evernote, we are built with financial expertise and a dedication to customer success. Hundreds of thousands of users across the globe rely on Planful everyday to steer the critical financial decisions in their organizations.

We’re a private company backed by Vector Capital, a leading global private equity firm. Learn more at Planful.com.

Why Join Planful?

We're a growing, global company in a growing industry. Based out of Redwood City, California, we have offices around the globe including London, Toronto, Scottsdale, Hyderabad, Sydney and more. Here at Planful we have transformed our workplace culture allowing employees to feel supported no matter their location with our remote first culture and flexibility. We’re a Certified Great Place to work in 4 locations and have nearly 400 employees residing across the globe. Our team is full of highly experienced and passionate individuals who are dedicated to continuously making our product and technology the best in the finance, accounting, and FP&A space.

Rewarding work fosters a fulfilling life - we work hard to ensure your days are connected, inclusive, flexible, and filled with opportunities, and we work equally hard to enable whatever you do when you're not working. Joining our team here at Planful will allow you to further develop your skills and invest in personal growth to set yourself up for future success.

Job Description for Customer Success Operations Specialist :

The Customer Success Operations Specialist is a key member of the operations team supporting our partner and internal implementation teams in data management, reporting, processes, research, and problem resolution. This person will work closely with Customer & Delivery teams and the operations team to ensure integrity of the data systems. This position requires strong computer skills, attention to detail, positive professional attitude, and the ability to work in a team environment.

Roles and Responsibilities :
• Partner with leadership to establish, collect and measure key performance metrics
• Develop and maintain standardized reports and dashboards to monitor key performance indicators (i.e., renewals, expansions, churn, customer implementations)
• Support the hygiene and administration of Salesforce, Gainsight, and other internal tools related to the Customer Champions organization
• Support the rollout and adoption of new tools
• Identify opportunities for process automation and optimization, with a focus on scalability and driving significant growth
• Perform ad hoc analysis and requests, create presentations based on recommendations and findings
• Assist the Partner team with updating and managing the post deployment reporting and analysis (includes, Partner surveys, onboarding scorecards, time tracking, project creation etc)
• Assist the Professional Services team with building out SOW for Data Integration Projects and Partner Subcontracting
• Support our Customer Success teams with our Silver Customer Portfolio - with email communications, account scorecards, playbooks, and identify customer risk.
• Support overall customer success operations and analysis for Partner & Customer Champions team

Qualifications :
• Bachelor’s Degree in Business, Finance, Marketing and/or closely related field preferred
• Strong proficiency with Microsoft Office suite especially, Excel, Word & Powerpoint
• Strong analytical and detail-oriented aptitude to process large amounts of data; a high degree of accuracy is required
• Critical thinking to determine what data and information is useful for the task
• Prior experience with a CRM system or Salesforce required, Gainsight and Financial preferred
• Excellent communication and organizational skills
• Ability to manage time effectively, set priorities and meet deadlines
• 1-2 years of experience in Customer Success or Operations roles. Knowledge of Customer Success methodologies, process, and training best practices
• Able to prioritize these demands and gain buy-in or direction with Customer Success and other Customer Team stakeholders