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 strong project and program management experience, customer-first mentality, and ability to multitask and prioritize daily and weekly tasks.

Requirements

• Fluent English
• Customer-first mentality
• Strong project and program management experience
• Ability to multitask and prioritize daily and weekly tasks
• 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
• Model building, forecasting, and other applicable experience
• Planning and modeling experience is a plus
• Experience with Financial Services 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