Senior Business Partner – Customer Success (Public Sector)

Anaplan; San Francisco (CA); Presencial; USD 147.000 - 198.000; Jornada completa

Descripción de la vacante

Join a dynamic team at an innovative firm focused on optimizing business decision-making through advanced planning solutions. As a Senior Business Partner in Customer Success, you'll play a crucial role in ensuring customer satisfaction and success with Anaplan's platform. You will manage a portfolio of clients, driving user adoption and maximizing ROI while collaborating with various teams to enhance customer experiences. This role offers the opportunity to work with leading organizations, contributing to their growth and transformation through strategic planning and implementation. If you thrive in a fast-paced environment and are passionate about helping clients succeed, this is the perfect opportunity for you.

Formación

• 6+ years in account management or client services required.
• Strong project management and problem-solving skills are essential.

Responsabilidades

• Manage customer portfolios to improve ROI and secure renewals.
• Ensure successful implementation and user adoption of Anaplan solutions.

Conocimientos

Account Management

Client Services

Project Management

Problem Solving

Communication Skills

Multitasking

Technical Understanding

Educación

Bachelor's Degree

Herramientas

Anaplan

CRM Software

Descripción del empleo

Senior Business Partner – Customer Success (Public Sector)

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!

The Customer Success Business Partner (CSBP) 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 our Partners and Professional Services team to ensure that the customer is trained and has a successful implementation. The CSBP will handle their customers’ ongoing health and adoption to ensure Anaplan delivers high ROI. As the primary customer contact for any platform challenges, the CSBP will handle critical issues and ensure customer satisfaction.

Your Impact
Strategic objectives:

• Handle a portfolio of customers with a key strive to improve the customer's ROI and secure contract renewal.
• Be the primary Anaplan point of contact and customer-trusted adviser during the customer life cycle.
• Work as part of an account team and utilize your internal resources to execute the account strategy.
• Spot opportunities within existing customers to grow the Anaplan footprint at accounts.
• Connect the customer to other areas of Anaplan as needed including Anaplan, Product, Support, Community & Sales as well as our partner network.
• Proactively monitor customer end-user adoption and sponsorship; build action plans to remedy if needed.
• Guide and support Customers to secure strong adoption.
• Work closely with Customers to align Platform Expansion plans to key business objectives.
• Enable Customers to achieve business transformation with Anaplan, helping them to map their business goals to the platform capability.
• Promote and support engagement with Anaplan through community usage, user groups, and event participation (e.g. CPX, Master Anaplanner Program, local and virtual user groups).
• Educate Customers on our Platform Roadmap.
• Run regularly scheduled customer check-ins.

Implementation:

• Work with our Customers, Partners, and Professional Services team to ensure implementation success and service quality exceeds customer expectations.
• Coach customers to create and manage a delivery model and change management framework to support their Anaplan journey.
• Support and collaborate with Anaplan partners.
• Mediate to resolve all technical/platform issues with existing implementations.
• Handle issues of customer concern.
• 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.

Your Qualifications

• 6+ years of experience in account management or client services background is required.
• Experience working with public sector or higher education customers is preferred.
• Customer-first mentality.
• Ability to react with urgency, and remain calm under pressure.
• Strong project and program management experience.
• Ability to multitask and prioritize daily and weekly tasks.
• Run your own business mentality & drive.
• Strong troubleshooting and problem-solving skills.
• Curiosity: a strong desire to understand how and why a customer operates, what objectives they have in the marketplace, and how Anaplan can help them with their objectives.
• Adapts well to change and is flexible.
• Strong communication skills with the ability to communicate and translate technical information to all personas.
• Able to use technology to handle their customer portfolio.
• Model building, forecasting, and other applicable experience.
• Planning and modeling experience is a plus.
• Experience with Corporate finance, supply chain and sales planning industries is a plus.

Base Salary Range:
$147,000 - $198,000 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 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.