Senior Business Partner, Customer Success

Summary

Join Anaplan as a Customer Success Business Partner (CSBP) and play a pivotal role in ensuring the success of our customers' Anaplan solutions. You will be the primary point of contact for customers, guiding them through implementation, user adoption, and ongoing platform health. Collaborate with partners and internal teams to address customer challenges and ensure high customer satisfaction. This role requires strong account management, project management, and communication skills, along with a customer-first mentality. The ideal candidate possesses 6+ years of experience in account management or client services, with experience in the public sector or higher education preferred. Anaplan offers a competitive salary and a commitment to diversity, equity, inclusion, and belonging.

Requirements

• 6+ years of experience in account management or client services background is required
• 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
• 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

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
• Handle issues of customer concern
• Ensure proactive ticket deflection
• Advocate our model-building best practices with your customers
• Safeguard high CSAT/NPS scores; improve customer relationships to reduce detractors and passives

Preferred Qualifications

• Experience working with public sector or higher education customers is preferred
• Planning and modeling experience is a plus
• Experience with Corporate finance, supply chain and sales planning industries is a plus

Benefits

• Open to remote locations
• Base Salary Range: $147,000 — $198,000 USD