Position Summary:

The Success Planner is the bridge from Customer Success to the Sales Organization. This role will work with Sales to proactively identify a prospect or client’s business needs and recommend innovative strategies or solutions to achieve their desired outcomes. They will work as the technical lead for the Account team, be a liaison to the core Customer Success team, and coordinate with both parties for the flawless implementation of our products and services.

They will recruit, hire, onboard, and lead a team of high performing of Success Planners. This team will act as subject matter experts on the behalf of Penske Account team by facilitating tech-related discussions with current customers and prospects, that simplify (and demystify) our product offerings.

This role will be responsible for coaching Success Planners to meet (or exceed) key individual and team performance goals, metrics, and objectives.

This leader’s team will be liaisons to the Customer Success team by ensuring the successful hand-off from Sales to Customer Success. The Success Planning team will coordinate with both parties for the flawless implementation of our products and services. Thus, breaking down the silos and aligning the Pre with the Post sales teams.

The Success Planning team will help the Customer Success team achieve predictable value delivery. Additionally, they will help Sales to sell/demonstrate said value of Penske Digital products & services.

Major Responsibilities:

• Recruit, Hire, Onboard, Train, and retain Success Planners

• Provide guidance on building rapport and strong relationships with Sales and Customer Success

• Ensure team alignment with performance goals.

• Point of escalation for Success Planners

• Develop and foster a team culture of execution and accountability.

• Develop best practices for Success Planners

• Develop and maintain a deep understanding of our products and services.

• Champion customer success practices and methods

• Other projects/tasks as assigned.

Qualifications:

• Bachelor’s Degree or equivalent experience as determined by management.

• 5 years Customer Service; must have experience in customer service or other customer-facing roles.

• 3 years Customer Success; preferred experience in customer (or client) success role.

• 2 years Management; must have experience in managing, leading, and developing others.

• Strong leadership and team motivating skills.

• Professional skills in customer success, account/client and time management.

• Highly adaptable and self-motivating

• Strong verbal & written communication skills

• Regular, predictable, full attendance is an essential function of the job.

• Willingness to travel as necessary, work the required schedule, work at the specific location required, complete Penske employment application, submit to a background investigation (to include past employment, education, and criminal history) and drug screening are required.

Physical Requirements:

• The physical and mental demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The associate will be required to: read; communicate verbally and/or in written form; remember and analyze certain information; and remember and understand certain instructions or guidelines.

• While performing the duties of this job, the associate may be required to stand, walk, and sit. The associate is frequently required to use hands to touch, handle, and feel, and to reach with hands and arms. The associate must be able to occasionally lift and/or move up to 25lbs/12kg.

• Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and the ability to adjust focus.

Penske is an Equal Opportunity Employer

Job Category: Marketing

Job Family: Operations

Address: 100 Gundy Drive

Primary Location: US-PA-Reading

Employer: Penske Truck Leasing Co., L.P.

Req ID: 2403815