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Vice President, Customer Engagement & Experience

New York City, United States

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!

Your Impact 

Anaplan seeks a Vice President, Customer Engagement & Experience to join our Customer Success team, reporting directly to the Chief Customer Officer. This is a critical role that combines strategic leadership and operational excellence to stand-up a function to drive a deeper and broader level of customer relationships with targeted Fortune 500 customers. This role will also be focused on driving customer-obsessed experience discipline. The role will specifically include the institutionalization of voice of the customer practice, execution of value capturing programs, implementation of customer advisory board by partnering with Product and Marketing, revamping of customer community. In sum all drivers to deliver customer adoption of Anaplan solutions, referenceable customers, customer advocacy and partnership on our innovation roadmap to ultimately deliver customer retention and growth.

 

The ideal candidate will have a strategic mindset to develop the vision based on the market dynamics, customer portfolio and maturity of our customer engagement. This candidate will influence cross-functionally to execute on the vision and institute the rigor and discipline to drive customer loyalty throughout the entire relationship lifecycle. This role will lead a high-performing team focused on driving programs that enable the entire Go-to-Market organization to drive value-based engagement for a strong adoption, retention and expansion across all customers.

 

  • Spearhead the overarching customer engagement strategy for Anaplan’s Customer Success organization and the Go-to-Market function to create an exciting and dynamic program for customers.
  • Represent Anaplan as the face of executive-level Customer Experience (CX) and Customer Engagement programs and develop relationships with CXOs to deeply understand customer needs and value opportunities.
  • Direct and lead customer-facing programs for the Customer Success organization, including the Voice of the Customer, Community, Customer Advisory Boards and Customer Reference and Advocacy program.
  • Engage and recruit customers to be part of Anaplan ecosystem to get feedback and input to our experience model and to shape our roadmap.
  • Develop and enroll Anaplan customers into our Community and raise their readiness so our customers can be inspired and create value from peer-to-peer and ecosystem connections.
  • Operationalize customer engagement and experience programs by setting outcome targets, developing internal processes, and creating a mechanism to track KPIs.
  • Lead, mentor, and empower a professional team of community and program managers, focusing on their career growth and develop a strong workforce that contributes to the winning culture and core values of Anaplan.
  • Partner closely with Sales, Marketing, Product, and other internal teams for the success of the programs that lead to GTM outcomes.

 

Your Qualifications 

  • Bachelor’s degree in relevant field.
  • 15+ years of experience in customer success working with a technical enterprise; global experience preferred.
  • 10+ years of people leadership, with proven experience building, leading and motivating high performance teams.
  • Strong background in customer research and analytics techniques, customer strategy, process improvement, human-centered design and performance management.
  • Experience influencing senior management and setting expectations for major cross-functional initiatives – must have the gravitas and prior experience expressing thought leadership.
  • Ability to think strategically, analytically and systemically with an excellent attention to detail.
  • Build enduring and trusted relationships at CXO and VP levels through leading and communicating effectively with executives, stakeholders, and partners, ensuring long-term satisfaction and success.

 

Preferred:

  • Previous SaaS experience and both public and private company experience.
  • Master’s degree.
  • Background in B2B product and technology companies to be able to speak confidently about technology.
  • A collaborative mindset and experience working cross-functionally with teams and stakeholders 
  • The ability to be resilient, resourceful, and agile to pivot with speed and urgency 
  • Demonstrated passion for details and data accuracy  

Base Salary Range:

$244 - $331 USD

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.   

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