Customer Associate (EMEA)

Job Description

Mission

Our mission is to unlock value for every customer.

Team

We empower businesses to centre their strategies around their clients by leveraging Planhat. We are redefining what customer success means in the B2B SaaS space.

The customer is at the centre of every business and because every company is unique our Customer Management Team has to be adaptable and impactful.

We consult on high-level strategies with business leaders and also handle the details.

The magic doesnt happen on slide decks we set up the critical workflows projects and data insights that drive business outcomes.

Relationship building is important but as a Customer Associate you are here to create tangible business value. Put simply when our clients are successful so are we:

• Churn decreases by 6% at a legal software company because Planhat unifies their data analyses product usage patterns and automatically flags at-risk accounts
• A Fintech startups CS team now handles 20% more clients because weve helped streamline repetitive tasks like data entry and reporting

Successful Customer Associates usually have 1-2 years of commercial experience often in scrappy startups or consulting but we value all kinds of experience.

Competencies

The exact experience doesnt matter as much as your drive ability to learn quickly and determination. Your success will depend on creating value and making an impact. It typically boils down to the following competencies:

Resilience: youre comfortable with the unknown and dont back down from a challenge. Planhat is driven by a bold mission and big growth goals and we know that real progress comes from people who can stay flexible bounce back from setbacks and keep moving forward. If youre someone who grows through change youll thrive here.

Quick learner: there are no passengers at Planhat only crew. Youre ready to learn a deep product and become a thought leader in Customer Management.

Commercially savvy: you can identify and define meaningful business goals with business leaders from just about any industry. You figure out what will help the wider CS team in achieving >100% NRR and what will be a distraction.

Highly ambitious: you have untapped potential and want to push yourself further. You set yourself goals with focus and intent and thrive in a startup environment with a no excuses mindset.

Trajectory

The Customer Associate role typically transitions to a full Customer Manager role.

This programme usually runs from 12-18 months with the objective of managing a full-size customer portfolio and transitioning to quota-carrying responsibility.

Within days: youll start learning the Planhat product join customer calls with other Customer Associates and Managers and take charge of your first action items.

Within weeks: youll begin to master the Planhat product help define customer objectives and configure their accounts.

Within months: take on full management of your own customer portfolio and lead the onboarding process.

Location
We value in-person collaboration. This is an on-site role based at our London office.

About the company

Planhat is a customer platform that provides software and services to help organizations grow lifelong customers. Our platform powers sales service and customer success products that scale with our customers needs all the way from startup to household name and beyond. Each day worldwide over 2.6 million customers are attracted engaged and delighted with our intuitive yet flexible system of action.

The Planhat platform empowers everyone in your organization to consolidate analyze and act on all your data becoming more customer-centric and data-driven than ever before. From rolling out autonomous transport systems to distributing new medicines were proud to help make our customers better at what they do best.

Alongside our customers were building at the forefront of healthcare & life sciences finance connected business and more. And we need curious daring minds to help us.