At Planday, we know that happy people power great businesses. We provide a career-defining workplace based on the values: transparency, communication and flexibility. We live and breathe for our customers’ success, while retaining a Scandinavian approach to work-life balance. We celebrate each other’s achievements and differences and encourage each other to learn and grow. If you recognise these values in yourself, we’d love you to join us on our journey.

Customer Success Manager (DK), based in Copenhagen DK

Description

At Planday, we believe happy people power great businesses. We are looking for a Copenhagen-based, Customer Success Manager (CSM) to join our dynamic and ambitious Customer Success team. As a CSM at Planday you will be responsible for securing healthy long-term adoption among your assigned portfolio of customers through training, webinars, follow-ups and additional check-ins. You will mainly work with our Large and Enterprise segment.

If you are a customer-centric team-player, relationship builder and share our passion for a more connected and people-focused workforce, we’d love you to join us on our journey.

What you’ll do:

 ·         Own the customer relationship, post-sale through to renewal

 ·         Facilitate Customer onboarding, training and on-going customer interaction. Serve as the primary point of contact during onboarding through and post-implementation

 ·         Develop a trusted advisor relationship with customer stakeholders and executive sponsors

 ·         Monitor and identify adoption and utilization trends, provide recommendations based on risk and customers’ business needs – all with the aim to drive improvement in net retention rate

 ·         Conduct periodic customer health-checks

 ·         Prepare and educate customers on new features and releases

 ·         Help customers leverage the product for business success. Manage and co-ordinate critical issues by working with our Operations and Engineering teams

 ·         Identify renewal risk and collaborate with internal teams to clear/alleviate blockers and ensure a successful renewal

 ·         Serve as the voice of the customer and collect feedback to drive continuous improvement across all areas together with Product

 ·         Create customer success and growth for your high-value customers and keep these updated

 ·         Helping Planday customers become advocates

 ·         Work closely with the Customer Success mgt. team to refine and improve processes

 ·         Support the Marketing team by delighting customers, leading to referrals, testimonials and case studies

Requirements

What we expect from you:

• You prefer working in a team rather than alone and always look for ways to collaborate, share and learn from those around you.

• You are data driven and comfortable analyzing retention and upsell metrics to reflect on areas for growth and development.

• You have strong relationship management skills. You ask questions to understand customer business needs and success measures and are able to translate needs and objectives to a plan that applies the Planday product to create value for the customer, and then coordinate execution of that plan.

• You are a team-player who builds internal bridges and trust, and gets the right people involved at the right times to produce the best outcomes (product, marketing, sales).

• The ability to create compelling and effective written customer plans and perform the research required to proactively drive customer growth.

• You are commercially astute with sufficient acumen to secure orders without sales intervention for small Up Sells (e.g. new users of the same Planday product).

• You’re a disciplined, well-organized go-getter. You are motivated by success, and are passionate and highly driven to meet and exceed both personal and professional targets.

• You understand and speak technology fluently. You have to understand Planday’s technical specs as well as how the Planday product fits in with and complements other technology in a business' software stack.

• You have some years of account management experience or customer success management, preferably in the SaaS space.

• You’re a people person, and enjoy building and championing relationships with clients and internal stakeholders

• You can effectively communicate technical information to non-technical audiences, and deliver informative, well-organized presentations. You possess the ability to manage tough conversations in a professional and solution-oriented manner. You are equally personable face to face, over the phone, and in writing.

• You speak Danish like a native and you are fluent in English. Any additional languages such as French, German or Spanish is considered as a plus

Benefits

First and foremost, we offer more than just a job; What we offer:

 ·         Awesome colleagues and a social working environment

·         Be a key part in an exciting international growth journey

·         International and open working atmosphere

·         Great location in central Copenhagen – New HQ inaugurated February 2020

·         Lots of team and community events

·         Lunch, drinks and healthy snacks

Company Values

 Scale

·         Work smarter to grow our business on all levels

 Authenticity

·         We do what we say and say what we do

 Umpf!

·         Go beyond what's expected to achieve success

 Collaborate

·         The best results are achieved together

 Empower

·         Encourage people to make impactful decisions

About Planday

We want to improve the lives of more than 1 billion shift workers across the globe with a workforce management platform which enables both employee managers and their employees to work together easily, with greater transparency and more open communication. By digitising and automating administrative tasks and integrating multiple business and people-focussed systems in one place, we believe we can help everyone save time and money so they can focus instead on the things that really matter.

Founded in a Copenhagen bar in 2004 by two hospitality workers who wanted to make shift rostering easier, Planday is one of the fastest growing VC-backed technology companies in Europe. In the last year alone, we have almost doubled our number of employees throughout the world and we want to continue to expand. Our latest series C funding round was backed by some of the biggest VCs in Europe, including Creandum, IdInvest and SEB Equity – the investors behind Spotify and iZettle.

Our roots are Danish, but our mindset and know-how is global. Planday’s team spans 30 nationalities across five offices – Copenhagen, London, Oslo, Hamburg and LA. We live and breathe for our customers’ success, while retaining a Scandinavian approach to work-life balance. We celebrate each other’s achievements and differences while encouraging each other to learn and grow together. This is how we became the leading workforce scheduling platform used by SME and enterprise businesses globally.