Remote Customer Success Business Partner

Summary

Join Anaplan, a team of innovators who optimize business decision-making through their leading scenario planning and analysis platform, as a Customer Success Business Partner (CSBP). The CSBP will be responsible for the successful deployment, user adoption, and ongoing health of customers and their Anaplan solutions. This role requires a customer-first mentality, proactive attitude, strong project management experience, and ability to multitask and prioritize tasks.

Requirements

• Customer-first mentality
• Proactive attitude
• 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
• Account management or client services background
• 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 Manufacturing industry is a plus

Responsibilities

• 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
• 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
• Partners and internal support teams
• Handle issues of customer concern
• Ensure proactive ticket deflection
• Advocate our model-building best practices with your customers