Customer Success Area Vice President

Customer Success Area Vice President

Our mission is to break the traditional business planning models, currently performed through spreadsheets or old legacy systems, and replace them with Anaplan’s Business Planning Cloud Platform, enabling customers to use it as their spine of decision-making right across their connected company.

This is a business-critical position within our customer success function running a global team of strategic consultants that serve Anaplan customers and partners in the successful implementation of Anaplan Platform subscriptions. Customers depend on this position to provide an excellent customer experience with Anaplan. Ensuring they receive the maximum value and benefit out of Anaplan planning software solutions to make their business smarter, more competitive and leaders in their industry.

CORE RESPONSIBILITIES

In this role, you will drive and lead customer resources to deliver an exceptional Anaplan planning and analytics solutions experience. Your role will be to own a portfolio of Anaplan customers and ensure their continual success. Your first order of business with a new client is to ensure a smooth and rapid first implementation in line with the processes the customer wants to manage inside the Anaplan Platform.

You’ll be someone who is not afraid to advise a company or your team members, in Sales Operations one day, then HR the next. Anaplan’s Platform is diverse across multiple use cases and industries. We truly go across the entire business so you’ll need to be flexible and have at least a decent knowledge of business process. 

It means you need to take all your experience in business process, technology and client management and combine them to guide and manage the customer and your team members to an appropriate solution. It sometimes means you need to re-direct a customer or team member in the most tactful way possible in order for them to have a smooth first implementation. You also need to ‘teach the customer to fish’. It means you need to make them self-sufficient so that they can expand beyond their first process in Anaplan and quickly make Anaplan their spine of decision making in the business. 

COMMON TRAITS OF THE VICE PRESIDENT

• Leadership skills
• Business Acumen
• Persuasiveness
• Resilience
• Calmness
• Methodical
• Innovative
• Intelligent
• Articulate
• Active listener

REQUIREMENTS

• Sets strategy for large scale teams across a variety of geographies and time zones.
• You’ll also be someone who can take a complex issue and break it down into simple, manageable steps or milestones.
• Your spirit and tenacity to drive excellence throughout the entire customer lifecycle; from helping your team supporting pre-sales process, to product delivery and customer satisfaction post-sale.
• Bringing together and cooperate with all stakeholders to lead diverse teams comprised of client employees and Anaplan employees through several projects simultaneously
• Providing vision, guidance, insight expertise and advice to the Anaplan Customer Success team.
• Spot and identify additional opportunities for customer adoption and expansion and bring this to the attention of the sales organization promptly.
• Resolve all customer escalations promptly, timely and effectively.
• Mentor your teams and direct reports

EXPERIENCE

• You must possess a successful track record leading Enterprise SaaS customer success teams. Ideally this experience is in a cloud applications management environment.
• Must have been responsible for managing teams in diverse environments. Onsite/offshore model in a multi-vendor environment ideal.
• Experience with Agile methodology.
• Ability to constantly exceed SLAs and improve processes.
• Ability to scope and help team members scope client engagements at any level
• Strong contract negotiation skills.
• Strong client management skills with Executive Level communication experience.

NOTE

• Extensive travel is expected across the region to support new opportunities and active customer engagements.