At Anaplan, we are a team of innovators focused on optimizing business decision-making through our leading AI-infused scenario planning and analysis platform so our customers can outpace their competition and the market.
What unites Anaplanners across teams and geographies is our collective commitment to our customers’ success and to our Winning Culture.
Our customers rank among the who’s who in the Fortune 50. Coca-Cola, LinkedIn, Adobe, LVMH and Bayer are just a few of the 2,400+ global companies who rely on our best-in-class platform.
Our Winning Culture is the engine that drives our teams of innovators. We champion diversity of thought and ideas, we behave like leaders regardless of title, we are committed to achieving ambitious goals, and we love celebrating our wins – big and small.
Supported by operating principles of being strategy-led, values-based and disciplined in execution, you’ll be inspired, connected, developed and rewarded here. Everything that makes you unique is welcome; join us and let’s build what’s next - together!
About the job
The Principal Customer Success Business Partner (CSBP) for our Technology, Media & Telco (TMT) vertical is primarily responsible for successful deployment, ensuring our customers are adopting our solutions, realizing value and identifying growth opportunities. Acting as a key contact for customers, the CSBP will work alongside our Sales, Professional Services and Partner teams to ensure that the customer is trained and has a successful implementation. As the primary customer contact the CSBP will handle critical issues and ensure customer satisfaction and value realization. Your primary objective will be to execute the overall company and Customer Success strategy to protect and defend the existing customer base, ensure customer value realization and unlock growth with existing customers.
Strategic objectives:
- Handle a portfolio of Enterprise Customers with a ARR of ~$10M with a focus to improve the customer's value and ROI on Anaplan, secure contract renewal, and identify growth opportunities
- Be the primary Anaplan point of contact and customer-trusted adviser during the customer life cycle
- Work as part of an account team and utilize your internal resources to execute the account strategy
- Spot opportunities within existing customers to deliver value and grow the Anaplan footprint at accounts
- Connect the customer to other areas of Anaplan as needed including Product, Support, Community & Sales as well as our partner network.
Customer adoption:
- Proactively monitor customer end-user adoption and sponsorship; build action plans to remedy if needed
- Guide and support Customers to secure strong adoption
- Work closely with Customers to align Platform Expansion plans to key business objectives
- Enable Customers to achieve business transformation with Anaplan, helping them to map their business goals to the platform capability
- Promote and support engagement with Anaplan through community usage, user groups, and event participation (e.g. CPX, Master Anaplanner Program, local and virtual user groups)
- Educate Customers on our Platform Roadmap
- Run regularly scheduled customer check-ins.
Implementation:
- Work with our Customers, Partners, and Professional Services team to ensure implementation success and service quality exceeds customer expectations
- Coach customers to create and manage a delivery model and change management framework to support their Anaplan journey
- Support and collaborate with Anaplan partners
- Mediate to resolve all technical/platform issues with existing implementations
- Partners and internal support teams
- Handle issues of customer concern
- Ensure proactive ticket resolution
- Advocate our model-building best practices with your customers.
Results of all above: Safeguard high CSAT/NPS scores; improve customer relationships to reduce detractors and passives and build champions.
Your Qualifications
- 10+ years of experience in account management, consulting, or client services background is required
- Customer-first mentality
- Extreme ownership mentality
- Ability to work with urgency, and remain calm under pressure
- Comfortable and confident when presenting to customer executives and stakeholders
- Adapts well to change and is flexible
- Curiosity: a strong desire to understand how and why a customer operates, what objectives they have in the marketplace, and how Anaplan can help them with their objectives
- Strong troubleshooting and problem-solving skills
- Account management or client/professional services background
- Strong project and program management experience
- Ability to multitask and prioritize daily and weekly tasks
- Run your own business mentality & drive
- Curiosity: a strong desire to understand how and why a customer operates, what objectives they have in the marketplace, and how Anaplan can help them with their objectives
- Strong communication skills with the ability to communicate and translate technical information to all personas
- Able to use technology to handle their customer portfolio
- Experience in business planning including annual operating plans, forecasting, and modeling experience is a plus
- Experience with Techn, Media, and Telco industries is a plus
Other:
- Travel (up to 25%) is expected, largely within region.
Our Commitment to Diversity, Equity, Inclusion and Belonging (DEIB)
We believe attracting and retaining the best talent and fostering an inclusive culture strengthens our business. DEIB improves our workforce, enhances trust with our partners and customers, and drives business success. Build your career in a place where diversity, equity, inclusion and belonging aren’t just words on paper – this is what drives our innovation, it’s how we connect, and it contributes to what makes us a market leader. We believe in a hiring and working environment where all people are respected and valued, regardless of gender identity or expression, sexual orientation, religion, ethnicity, age, neurodiversity, disability status, citizenship, or any other aspect which makes people unique. We hire you for who you are, and we want you to bring your authentic self to work every day!
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive equitable benefits and all privileges of employment. Please contact us to request accommodation.
Fraud Recruitment Disclaimer
It has come to our attention that fraudulent and fictitious job opportunities are being circulated on the Internet. Prospective candidates are being contacted by certain individuals, mainly through telephone calls, emails and correspondence, claiming they are representatives of Anaplan. The main purpose of these correspondences and announcements is to obtain privileged information from individuals.
Anaplan does not:
- Extend offers to candidates without an extensive interview process with a member of our recruitment team and a hiring manager via video or in person.
- Send job offers via email. All offers are first extended verbally by a member of our internal recruitment team whenever possible and then followed up via written communication.
All emails from Anaplan would come from an @anaplan.com email address. Should you have any doubts about the authenticity of an email, letter or telephone communication purportedly from, for, or on behalf of Anaplan, please send an email to [email protected] before taking any further action in relation to the correspondence.
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