Company OverviewPlanview has one mission: to build the future of connected work, from ideas to impact.As the global leader in work and resource management, Planview helps organizations accelerate the achievement of what matters most, supporting our customers from need to speed, from passion to progress, and from overhead to optimization. We provide the industry’s most comprehensive solutions designed for strategic planning, portfolio and resource management, Lean and Agile delivery, product portfolio management, capability, and technology management (enterprise architecture), innovation management, and collaborative work and project management. Our connected platform of solutions underpins the business and digital transformations of more than 4,500 customers globally, including 59 of the Fortune 100.At Planview, our people connections drive our innovation and success. Our global team of 1400+ work remotely and across our offices including Austin, Vancouver, Hod Hasharon, Bangalore, Sydney, and Stockholm. We’re proud of our world-class, connected culture built on our shared values, that supports our teams to be successful from anywhere.Learn more about our portfolio at planview.com , and connect with us on LinkedIn, Instagram , and X .The OpportunityOversees Customer Support processes for AdaptiveWork customers and internal staff, driving revenue growth, brand value, productivity, and customer satisfaction. Experienced in all aspects of Customer Support, including technical troubleshooting and customer escalation management.Assists strategic enterprise customers in achieving technical goals and overcoming challenges, providing tailored support and technical architecture advice from implementation to onboarding. Collaborates with Customer Success Managers, Professional Services Consultants, and Internal Champions to ensure quick resolutions and optimize internal support processes.# LI-DNIWhat You'll Do - Act as the primary point of contact for providing technical support and resolution for our most strategic customers.
- Work directly with the Professional Services team to ensure the technical architecture, customer-specific customizations, and product architecture specific considerations are feasible and risk is minimized.
- Build strategic relationships with both our customer champions and executive sponsors to ensure technical solutions are aligned with their strategic objectives and risk tolerances.
- Manage customer expectations and lead them to outstanding levels of customer satisfaction.
- Maintain a high level of technical knowledge across the overall operation of all products including a detailed knowledge of how various components operate .
- Stay abreast with Engineering’s latest developments, patches, and upgrades associated with the company’s products.
- Work directly with Tier 3 Support and R&D developers to solve customer issues utilizing a deep holistic knowledge of specific customer’s environments.
- Provide troubleshooting and technical support via phone, web-based tools, and email.
- Advise customers and Professional Services Consultants regarding the product's proper performance and address specific product issues, acting as a subject matter expert.
- Take a very “hands on” approach to customer support, managing all issues from initial call to final resolution and follow-up.
- Make effective independent decisions representing day-to-day issues that do not require team or cross-functional discussion, input or agreement.
- Be responsible for technical notes, product manuals, and training materials for Customers
- Accurately log all customer cases and interactions in the CRM system.
- Collect and reports product quality insights gained during customer interactions.
- Participate in process improvement initiatives that will benefit support interactions with all customers.
What You'll Bring - A basic to intermediate understanding of software engineering which would f acilitate troubleshooting custom functions, objects, and routines within the A daptiveWork system.
- A detailed and technically competent understanding of the Planview AdaptiveWork system and its architecture.
- 3+ Years of AdaptiveWork Support Experience is mandatory
- Experience working with software engineering teams, methodologies, and processes.
- Confident ability to liaise with customers, colleagues, and leadership during in-person calls to communicate and troubleshoot issues live as well as collect and share data on an issue via targeted and relevant lines of questioning and provision of answers.
- Experience with Salesforce for case tracking and issue management – configuration experience is a plus.
- Ability to provide service coverage across EU and US time-zones, between 14:00 and 22:00 local time.
- A logical, process-oriented thinker who is positive, proactive, innovative and readily embraces change.
- Creative problem solver with exceptional customer service skills.
- Able to efficiently research, identify and then explain technical solutions to customers and internal stakeholders.
- Proven ability to function independently and part of a cross-functional team.
- Able to thrive in a fast-paced environment.
- Able to keep a calm demeanor when all others involved in the support process may not.
- Able to handle a variety of clients and personalities professionally during all interfaces.
- Excellent verbal, telephone, and written communication skills.
- Excellent listening and feedback skills.
- Self-motivated, detail-oriented and organized.
- Able to multi-task and juggle numerous assignments simultaneously.
- Advanced computer skills with the ability to learn new concepts very quickly.
- Detail-oriented and technically savvy team-player focused on the continuous delivery of top-quality products and services with customer satisfaction being the highest priority.
- Ability to train new team members, share knowledge and work towards the collective goal of customer satisfaction.
Benefits At PlanviewAt Planview, you’ll join our global team and culture which reflects the vibrant communities in which our employees live and work. To support you at Planview, you will enjoy: - Unplugged Days: 4 company-wide paid days off per year to recharge and relax.
- Generous PTO offerings (region dependent).
- Region specific competitive benefit plans to support you at any life stage including parental leave, retirement, medical plans, wellness support, and remote work support.
- Paid time to volunteer through Planview’s Force for Good Week.
- Employee Referral bonus program.
- Weekly office lunches for hybrid team members and social events.
- Flexible work hours/environment.
Now is a great time to join our team. If you are looking for a place to grow your career, innovate with best-in-class solutions, and build the future of connected work, Planview is the right place for you!Diversity, Equity and Inclusion at PlanviewAs part of our efforts to build a workforce with diverse talent, we encourage applications from Indigenous, Black, and other racialized communities, 2SLGBTQIA+ communities, people with neurodivergence, immigrants, people with disabilities, and other equity deserving groups. In addition to building a diverse workforce, we are committed to fostering an inclusive and accessible experience. Reasonable accommodations for the interview process can be requested by emailing [email protected].
