The Customer Success team at Planview is dedicated to understanding and advocating for the needs of our customers. We’re proud to form true partnerships with our customers to ensure our products and services continue to meet their goals as our customers grow.
To learn what it’s like to be part of the Customer Success team, we turn to Tanya Quach, who serves as a strategic customer success manager for the Asia-Pacific (APAC) region.
Tell us about your career journey to date.
I studied finance and economics at university but ended up starting my career in management consulting. Given the nature of the industry at that time, I ended up doing more technology-focused engagements that led to me moving into technology-based roles. I’ve worked many roles within tech and moved my way into leadership roles.
While working in delivery, I felt the pain of disjointed delivery tooling and wanted to make a difference, so I made a functional move into Customer Success via Planview.
Throughout my career, I’ve consistently taken active participation and leadership in Employee Resource Groups (ERGs) and Diversity & Inclusion programs. Here at Planview, I’m one of the Pride Leaders in Planview’s Pride ERG. I believe it’s important that organizations promote and support diversity in the workplace so we can share perspectives and learn from one another.
What is the biggest lesson you’ve learned as your career has evolved?
Take risks, be bold, and ask for help along the way. I’ve been lucky enough to be surrounded by amazing mentors and have had many life-changing career opportunities, which have accelerated my growth and ability to make a significant impact in an organization.
Are there any experiences in your life that you feel contributed to your professional success?
Growing up as an only child in an ethnic household and identifying with the LGBTQIA+ community helped shape me into the person I am today. Growing up, I always felt different, particularly living in Australia where there was a “Western” way of living while I was raised with a “traditional” way of living.
It challenged me to be open to new ideas and to be brave and authentic in how I show up in the world. This is why I actively take part in D&I initiatives wherever I can. Connecting with others from all walks of life—sharing ideas, life stories, and perspectives—has helped me build a view of the world and contributed to my professional career and the decisions I’ve made.
Explain your role as a Strategic Customer Success Manager (CSM) and a few of your responsibilities.
As a strategic CSM based in Australia, I’m responsible for managing the largest strategic accounts in the APAC region. This involves working with the customers’ executives to understand their priorities and building business success plans to help them achieve their strategic objectives. I also help vocalize the needs of customers in the organization, so I play a role in ensuring their concerns and pain points are heard and resolved internally.
What type of meetings do you prepare for? Who do you typically collaborate with?
Every meeting! I’m a planner at heart, so I love preparing for anything I do. I usually try to prepare a day before, or at least a few hours before the meeting. As a CSM, I collaborate with basically every part of the business – Product, Engineering, Customer Care, Sales, Solution Consulting, Marketing, you name it!
What makes your team so effective?
We communicate, share ideas, and work together to brainstorm the best outcome for our customers. Go APAC team!
Tell us about working from home – what are your tips for success?
I love working from home; it allows me to prioritize my work while getting a few hours back in the day to do my personal stuff. My biggest tip is to ensure you timebox the time you are in meetings and at the computer.
It’s easy to fall into the trap of sitting at your desk all day, from the moment you wake up until the end of the workday. I try to space out meetings as much as I can to have time for quick breaks.
How do you manage your work/life balance?
I set boundaries when it comes to work. Working in a global company can be tough; we’re all scattered across the world, so setting up time to meet with people can often be challenging.
Most of the time, I try to work on global collaboration at designated times of the day so I can timebox when I engage with different regions and focus on work or regional meetings in between. I also allocate a time when I no longer receive notifications on my phone and communicate with my team to only call me in emergencies. This way, I can focus on quality time with my wife and family.
What motivates you while working?
I’m motivated by delivering outcomes for my customers—making a difference in their day, helping them accelerate their transformation journey, and tangibly seeing and hearing about my impact. I’m also motivated by supporting the APAC Customer Success team and seeing them grow and improve every day!
How is Planview different from other companies you’ve worked for?
Planview has a super flat hierarchy and is very open to communication. Everyone is super friendly, collaborative, and passionate!
Planview has a set of five core values. Is there one that really speaks to your experience?
“We do the right thing” really speaks to my experience. I’m known to just get on with it, and that’s my motto in life. If a task needs to be done and it is the right thing to do, we should do it. Sometimes we get bogged down with roles and responsibilities, which can take more time to resolve issues. If I have the capacity to do something that needs to be done, I will do it, especially if it’s in the best interests of my customers.
For fun, how do you unwind when you are off the clock?
Family time is important to me, so I generally spend time with my wife, our three fur children, and our families. I also love eating; it is one of my favorite pastimes, as well as going to the gym to cancel out any bad decisions I made with my meals! You can also catch me gardening, grocery shopping, and playing video games when I find time to fill.
