Senior Customer Success Business Partner

At Anaplan, we are a team of innovators who are focused on optimizing business decision-making through our leading 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 that 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 have fun celebrating our wins.

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 be your best self!

The Senior Customer Success Business Partner (CSBP) is primarily responsible for the successful deployment, user adoption, and ongoing health of our customers and their Anaplan solutions. Acting as a key contact for customers, the CSBP will work alongside our Partners and Professional Services team to ensure that the customer is trained and has a successful implementation. Also, the CSBP will handle their customers’ ongoing health and adoption to ensure Anaplan delivers high ROI. As the primary customer contact for any platform challenges, the CSBP will handle critical issues and ensure customer satisfaction.

Your Impact

Strategic objectives:

• Handle a portfolio of customers with a key strive to improve the customer's ROI and secure contract renewal
• 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 grow the Anaplan footprint at accounts
• Connect the customer to other areas of Anaplan as needed including Anaplan, 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 deflection
• 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

Your Qualifications

• Customer-first mentality
• Strong project and program management experience
• Ability to multitask and prioritize daily and weekly tasks
• 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
• Account management or client services background
• Adapts well to change and is flexible
• Strong communication skills with the ability to communicate and translate technical information to all personas
• Model building, forecasting, and other applicable experience
• Planning and modeling experience is a plus
• Experience with Financial Services is a plus

Our Commitment to Diversity, Equity, Inclusion and Belonging 

Build your career in a place that thrives on diversity, equity, inclusion, and belonging. 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 people@anaplan.com before taking any further action in relation to the correspondence.