Customer Account Lead – North America Shift

Company Overview

Platned is a rapidly expanding Enterprise Services company with a global presence, headquartered in the UK. We are business transformation experts who specialise in serving clients utilising the world-class IFS product suite. We do this by providing comprehensive solutions and IT consultancy to help them maximise their investment and achieve their business objectives.

Role Overview

We are on the lookout passionate and proactive Customer Account Lead to join our growing team. In this role, you will be responsible for building and nurturing strong relationships with our clients, ensuring their successful onboarding, driving product adoption, and maximizing customer satisfaction and retention. Your efforts will directly contribute to our customer’s long-term success and the growth of our business.

The ideal candidate will have a passion for learning and should be a good team player who enjoy working in the IT services industry and ensuring smooth coordination of supporting 100+ internal employees working in ERP consulting teams and software development.

Responsibilities

• Develop a deep understanding of each customer’s business goals, challenges, and expectations to ensure delivery of maximum value through our products and services.

• Guide new clients through the onboarding process, ensuring smooth and successful implementation by providing training, technical support, and timely communication.

• Serve as the main point of contact for your assigned customers. Build strong, trust-based relationships through regular check-ins, proactive problem-solving, and personalized engagement.

• Monitor account health, analyze usage data, and identify opportunities for upselling and cross-selling to increase customer lifetime value.

• Act as the voice of the customer within the organization. Collaborate with internal teams (sales, product, support) to ensure customer feedback is heard and integrated into our strategy.

• Conduct regular account health reviews and risk assessments.

• Deliver industry insights, product updates, and recommendations to customers.

• Provide ongoing training and resources to enhance product usage.

• Track and report on KPIs such as retention rates, customer satisfaction scores, and adoption metrics.

• To be able to work on root cause analysis, communicating repetitive issues to customers, and working together with the support team to remedy them.

• Act as an escalation point for complex issues or concerns.

• Work closely with the support team to resolve issues and deliver timely solutions.

• Follow through on issue resolution to ensure customer satisfaction and prevent future problems.

Working Hours

• North American Shift

Knowledge, skills, and abilities

• Bachelor’s degree in business, marketing, IT, or a related field.

• 2+ years of experience in a customer-facing role (Customer Success, Account Management, or related).

• Excellent communication and interpersonal skills.

• Strong problem-solving and analytical abilities.

• Experience with CRM and customer success platforms (e.g., Salesforce, HubSpot, etc) is a plus.

• Ability to manage multiple accounts and prioritize tasks effectively.

• A customer-centric mindset with a passion for helping others succeed.

• Added advantage if has experience in IFS or other ERP systems.

• ITIL certification is an added advantage.

What We Offer:

• An opportunity to join a leading Enterprise Service company.

• A supportive and collaborative work environment that values innovation and continuous learning.

• Competitive compensation package and benefits.

• Opportunity for career growth as we expand our presence globally.

If you are willing to learn and a great team player who enjoy working in ERP services industry, we encourage you to apply. Please submit your resume through LinkedIn (preferred) or email to careers@platned.com. Due to our great success and consequent rapid growth, we will be conducting interviews promptly and deciding within a short period.