Here at Anaplan, we have reinvented how companies see, plan, and run their businesses. Our platform allows our customers to uncover new insights, connect their strategy to their plans, and work in ways they had not previously thought possible. We’re growing fast, constantly innovating, and couldn’t be prouder to help our customers move forward with confidence in a sophisticated and changing world.
We are looking for forward-thinking people who put customer experience at the forefront of every decision. Individuals who thrive on challenges and are ready to grasp the opportunity of a lifetime. Because we fundamentally believe every colleague brings outstanding value to our whole. We are a workplace where each person feels seen, heard, and valued, and can contribute their unique talent to our collective effort. We believe that for ourselves and for our customers.
The Customer Success Business Partner 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 with our Partners and Professional Services team to ensure that the customer is trained, has a successful implementation as well as manage their ongoing health and adoption to ensure Anaplan is delivering high ROI. As the primary customer contact for any platform challenges, the CSBP will handle escalations and ensure customer satisfaction.
Strategic objectives:
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Handle a portfolio of customers with a key aim to maximise the Customers ROI and secure contract renewal,
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Be the primary Anaplan point of contact and customer trusted adviser during the customer life cycle,
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Work as part of an account team and utilise your internal resources to execute on the account strategy,
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Spot opportunities to create sales pipeline and grow the account,
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Connect the customer to other areas of Anaplan as needed including Anaplan,
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Product, Support, Community & Sales as well as our partner network.
Customer adoption:
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Proactively monitor customer end user adoption and sponsorship; build action plans to remedy if needed,
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Guide and support Customers to secure strong adoption,
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Work closely with Customers to align Platform Expansion plans to key business
objectives,
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Enable Customers to achieve business transformation with Anaplan, helping them to map their business goals to the platform capability,
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Promote and support engagement with Anaplan through community usage, user groups, event participation (e.g. CPX, Master Anaplanner Program, local and virtual user groups),
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Educate Customers on our Platform Roadmap,
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Run regular scheduled customer check-ins.
Implementation:
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Work with our Customers, Partners, and Professional Services team to ensure implementation success and service quality exceeds customer expectations,
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Coach customers to create and manage a delivery model and change management framework to support their Anaplan journey,
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Support and collaborate with Anaplan partners,
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Mediate to resolve all technical/platform issues with existing implementation,
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Partners and internal support teams,
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Handle issue escalation,
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Ensure proactive ticket deflection,
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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.
Essential skills:
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French full proficiency,
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Customer first mentality,
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Proactive attitude,
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Ability to react with urgency, and remain calm under pressure,
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Strong project and program management experience,
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Ability to multitask and prioritise,
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Run your own business mentality & drive,
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Strong troubleshooting and problem solving skills,
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Curiosity,
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Account management or client services background,
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Adapts well to change and flexible,
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Strong communication skills with the ability to communicate and translate technical information to all,
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Run and support your own book of business,
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Able to leverage technology to handle their customer portfolio,
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Model building, forecasting and other applicable experience,
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Planning and modelling experience a plus.
Our Commitment to Diversity and Inclusion
Build your job in a place that thrives on diversity, inclusion, and belonging. We believe in maintaining a hiring and working experience in which 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 true 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 correspondences, claiming they are representatives of Anaplan. The main purpose of these correspondences and announcement 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 humanresources@anaplan.com before taking any further action in relation to the correspondence.