Customer Success Manager, Carbon Mapper and CARB

As a Customer Success Manager at Planet, your primary responsibilities include serving as the main point of contact for Carbon Mapper and CARB, ensuring effective collaboration and communication. You will drive adoption and utilization of Planet's satellite data to enhance air quality monitoring programs and methane emissions compliance efforts. Engaging with stakeholders, conducting training sessions, and monitoring account health are essential to demonstrating value and supporting CARB's goals.

To excel as a Customer Success Manager at Planet, you need at least 4 years of experience in customer success or account management, particularly in sectors related to environmental science, climate technology, or geospatial data. A strong understanding of remote sensing and regulatory frameworks relevant to CARB's work is crucial. Additionally, excellent communication skills and the ability to translate technical concepts for non-technical stakeholders are necessary.

A Customer Success Manager at Planet can significantly impact sustainability by driving the effective use of satellite data for environmental monitoring. By providing insights into methane emissions and supporting regulatory compliance initiatives, this role helps stakeholders utilize data to influence policy decisions and enhance air quality. Through strategic engagement and education, you empower organizations to make data-driven choices that contribute to a healthier planet.

Familiarity with geospatial tools such as ArcGIS, QGIS, and data visualization platforms is highly beneficial for a Customer Success Manager at Planet. Understanding applications related to hyperspectral data and remote sensing technologies will also enhance your capability to support and educate customers effectively. Being proficient with these tools allows you to translate technical information into practical applications for clients.

Planet offers a remote-friendly work environment for Customer Success Managers, promoting flexibility and work-life balance. Employees come together from various locations around the world, fostering a diverse and inclusive culture. Team members are encouraged to share ideas, engage in collaborative projects, and contribute to a mission-focused atmosphere dedicated to sustainability and innovative solutions.

In the role of a Customer Success Manager, prioritizing tasks involves assessing customer needs, project timelines, and strategic objectives. Start by categorizing tasks based on urgency and impact, focusing first on critical projects that align with customers’ goals. Regularly communicate with your customers to understand their priorities, and collaborate with internal teams to ensure resources are allocated effectively for optimal customer success.

When discussing a successful project, highlight a specific instance where your intervention led to measurable outcomes. Explain the project's goals, your strategy for engagement, and how you collaborated with various stakeholders. Detail the results achieved, such as increased customer satisfaction, improved utilization of a product, or positive feedback received.

Handling challenging customer situations requires active listening and empathy. Start by fully understanding the customer's concerns and frustrations, and then assure them that you are committed to finding a solution. Collaborate with relevant teams to address the issue, and communicate updates regularly to keep the customer informed. It's essential to turn negative experiences into opportunities for relationship building.

Effective onboarding strategies include developing personalized training sessions that cater to the customer's specific use cases. Start with understanding their goals, and then conduct workshops and provide resources that showcase how to maximize the platform's value. Regular check-ins during the onboarding phase ensure that customers feel supported and have the answers they need to succeed.

Success as a Customer Success Manager can be measured through customer satisfaction scores, product adoption rates, and the achievement of specific goals set during initial onboarding. You can track metrics such as engagement levels, retention rates, and overall feedback from customers to assess their success with the product and inform future strategies.

Discuss your approach to collecting and analyzing customer feedback, whether through surveys, meetings, or direct communication. Highlight how you prioritize and implement suggestions based on the customers’ needs. Show how feedback loops not only help improve the customer experience but also influence product development positively.

Technology plays a pivotal role in customer success by providing tools that facilitate communication, training, and data analysis. Platforms for customer relationship management, analytics, and support can streamline processes and enhance customer engagement. Emphasize that leveraging technology effectively can help anticipate customer needs and deliver proactive solutions.

In influencing cross-functional teams, it's essential to foster open communication and align everyone around shared objectives. Use data and insights from your customer interactions to illustrate the impact of their work. Regular collaboration and meetings keep focus on customer needs, and celebrating small wins can encourage ongoing cooperation towards common goals.

Staying informed involves a mix of regular reading industry publications, participating in webinars, and networking with other professionals. Engage in conversations with customers to understand their evolving needs and concerns. Subscribing to newsletters or joining relevant forums can also provide valuable insights into trends that might affect your customers.

Express your passion for sustainability and innovation, which align with Planet's mission. Highlight your admiration for how Planet uses space technology to solve significant global challenges. Emphasize your enthusiasm for being part of a forward-thinking company dedicated to environmental protection and helping clients achieve their goals through advanced satellite data.