Professional Services Manager

Anaplan is hiring a PROFESSIONAL SERVICES MANAGER. This is a business-critical position within our customer success function to build and lead the local team of Solution Architects and Solution Implementation Managers that serve Anaplan customers and partners to help ensure the successful implementation of the Anaplan Platform for our customers. Specifically, you will drive and lead the regional Professional Services resources to assess, design, build, and deliver commercially viable Anaplan planning and analytics solutions.

You’ll be someone who is not afraid to advise a company or your team members, in Supply Chain one day, then Finance or Sales 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 multiple of business processes.

It means you need to take all your experience in business process, technology, and client management and combine them to guide and lead 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 thoughtful way possible in order for them to have a smooth first implementation. At the same time, you also need to help make our customers self-sufficient so that they can expand beyond their first process in Anaplan and quickly make Anaplan their spine of decision-making across their business.

You will be required to maintain KPIs along with the regions Directors at the required levels to maintain the business. Major KPIs include:

• Services Bookings
• Services Revenue
• Services Margin
• Billable and Productive Utilization % for Professional Services team members
• Revenue Mix % (partner vs. Anaplan)

Your Impact

• Taking sophisticated issues and breaking them down into simple, manageable steps or milestones
• Using your spirit and tenacity to drive excellence throughout the entire customer lifecycle; from leading services scoping efforts during pre-sale, to ensuring timely, on-budget deliveries and often assisting with enablement and expansion efforts post-live as well.
• Bringing together and collaborating with various partners to lead diverse teams comprised of customer resources, implementation partner resources, and Anaplan employees from the sales process through to their go-live.
• Providing technical and functional vision, mentorship, insight, expertise, and advice to a team of Anaplan Solution Architects who are working on several projects simultaneously.
• Spot and identify additional opportunities for customer adoption and expansion and bring this to the attention of the Customer Success and/or Sales organization promptly.
• Resolve all customer issues promptly and effectively.
• Coach, mentor, and spend considerable time with your direct reports to ensure they onboard and ramp up quickly on the Anaplan platform while developing themselves personally and professionally.
• Establish relationships with, and enable, key partners in your territory.
• Maintain weekly, bi-weekly, and monthly cadence calls with various partners for service bookings/revenue forecasting, project status reporting, key initiative progress, etc.
• Actively recruiting new talent to join the Professional Services team as it grows.
• Assist the Regional Director in managing weekly revenue forecast and team utilization.

Your Qualifications

• You must possess a successful track record of a minimum of 5+ years’ experience leading software projects and teams, with at least 2 years of experience in a Professional Services delivery organization implementing Anaplan.
• A customer services-orientated background, ideally with Enterprise Performance Management, Software Infrastructure Support, and/or multi-dimensional modelling (Anaplan platform expertise is strongly preferred).
• Must have been responsible for developing 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 leadership skills with Executive Level communication experience.
• Travel (up to 50%) may be expected across the region to support new opportunities and active customer engagements.
• Quantified success delivering strong sales results in closing net new professional services bookings.
• Proven track record to demonstrate our core Anaplan values of Innovative, Accountable, Collaborative, Transparent, Resilient, Empathetic, Authentic, and (a) Learner.

Required Skills

• Leadership, Business Acumen, Persuasiveness, Resilience, Calmness, Methodical, Innovative, Resourceful, Articulate, Active listener