Customer Success Business Partner, Success Central

Customer Success Business Partner

Location: Manila, Philippines

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 bend over backward to put customers first. Individuals who thrive on challenge and are ready to grasp the opportunity of a lifetime. Because we fundamentally believe every colleague brings unique 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.

We want you to think big and act bold through expressing your authentic best self! Anaplan is looking for a tenacious Customer Success Manager to join our Success Central Team in Manila, Philippines (multiple positions). This role can be fully remote. This is a stellar opportunity to get involved in a highly visible, fast growing SaaS cloud company. This role is an immediate full-time position and will require flexible shift hours as we will be covering multiple time zones. If you’re ready to roll up your sleeves and tackle unique problems that no one else is solving, keep reading.

About Success Central – Anaplan’s vision is to implement an innovative, best in class customer engagement journey at scale through a combination of digital approaches and Many channels.

Insight on your impact

Are you seeking a role where you can have the opportunity to learn and grow? Do you enjoy working with customers? If so, then this could be a great opportunity for you.

In this role, you will be an integral component in serving one of the fastest growing segments of our business. It will provide you an opportunity to learn and grow into a more strategic Customer Success Manager role. You will be part of a team that engages a large portfolio of Anaplan customers, leveraging both proactive playbooks and reactive engagements.

Your key tasks will be:

Customer Onboarding/Implementation

• Ensure customer workspaces are set up and provisioned per contract
• Ensure relevant customer contacts are enabled (Tenant Admin, User Admin, Page Builder, etc)
• Provide support for basic configurations (SSO, Cloudworks setup, basic ETL/API guidance)
• Coordinate ongoing workspace change requests and related activities
• Anaplan Journey roadmap – walking customer through on-demand training options, community, customer care and related self-service options.
• Point of contact for implementation partner to direct internal Anaplan requests (product defects, bugs, integration SME, etc).
• Deliver virtual engagements to educate and empower our customers to achieve business value through the Anaplan.

Post Implementation

• Guidance/direction as needed to available self-service options
• Product release and new feature communication
• Tactical initiative communication (allow listing, cert updates, etc.)
• Coordinate support ticket resolution by working with Customer Care
• Monitor and analyze usage trends and critical metrics to provide insight and guidance to the customer
• Uncover customer challenges, identify risks to adoption and provide a tailored plan of action.

Your qualifications, your influence

To be successful in the role, you must possess the following skills

Requirement:

• 5 Years of Customer Management or Engagement experience in Customer Success, Sales, Consulting or similar functions
• Must be okay to flexible shift
• Ability to use leading indicators (usage reporting, employee movement, Google alerts, Training/Certification activity) to drive customer engagement (both proactive and reactive)
• Ability to collaborate with various internal and customer stakeholders to support Anaplan deployment and implementation success.
• Eagerness to learn about key functional areas of practice including finance, sales, supply chain and human resources.
• Excellent written and verbal communication skills with the ability to interact and support project leaders and other internal/partner/customer stakeholders.
• Desire to learn and adopt standard methodologies in customer success, with focus on adoption and retention.
• Self-motivated, highly collaborative, creative, problem solving with a growth mindset
• Familiarity with using Salesforce and Gainsight for customer success processes, or demonstrated ability to learn these technologies

Nice to Have:

1. Understanding of basic Agile Project Management methodologies
2. Certification activity
3. From Sales, Customer Success & Account Management
4. Can start on Feb 5, 2024