At Anaplan we believe in hard work, having fun and bringing excellence to everything we do. When you walk through our doors, you feel it. You hear the buzz, you see the focus and excitement. Anaplan has reinvented the foundation of enterprise modeling and planning so that companies can
London | United Kingdom
Job Description: Channel Business Partner
At Anaplan, we believe in hard work, having fun, and bringing excellence to everything we do. Our product is arguably the most sophisticated in its class, but our product alone does not make heroes of our customers. Our Customer Success team does. A position on our team gives you the opportunity to take the “service” in “software-as-a-service” to a whole new level, and enjoy rapid career growth while you’re at it.
CUSTOMER SUCCESS –Channel Business Partner
Anaplan is changing the way companies plan and this isn’t Customer Success as usual. We’re looking for team members who can’t sit still and are always thinking about improving the customer and partner experience. Do you enjoy diving into issues and solving problems? Are you detail-oriented yet able to communicate at a high level? Do you enjoy knowing that your work has significantly improved your client’s life? Do you have the personality, the systematic approach, and the skills to align internal, external and partner organizations through the customer journey? If so, this job is for you.
As a Channel Business Partner, you are primarily responsible for the successful deployment, user adoption and on-going health of our customers and their Anaplan solutions. Acting as the key technical contact for customers, you will support them with training, implementation services and support, handling and escalating any issues, and ensuring solution adoption and customer satisfaction. You will:
Assign and facilitate an introduction to ensure each customer has an Implementation Partner.
Mediate to resolve any issues with existing implementation Partners.
Work alongside the partner to ensure implementation success and service quality.
Proactively monitor customer satisfaction and end user adoption.
Be a technical point of contact and conduit to Anaplan Product, Support, Community and Sales
To be successful in this role, you have:
Onboarding of customers w/partnership from partners
Manage a portfolio of 40-50 customers
Bi-monthly customer check-ins
Issue escalation and management
Community demo and engagement
Model building help with partner
Proactive ticket deflection
Walkthrough features and functions after releases in partnership with partner
Partner support and collaboration
Act as the Anaplan ambassador and point of contact for multiple mid-market customers
Supply partners and assigned customers with proactive support
High CSAT/NPS scores- Improve customer relationships to reduce detractors and passives
Expand accounts and adoption with assigned customers
Ensure subscription renewals are secured
Promote and support engagement with Anaplan through community usage, user groups, event participation
(e.g. Hub, Master Anaplanner Program, User groups)
• Customer first mentality • Strong project and program management experience • Ability to multi task and prioritize • Run your own business mentality & drive • Strong troubleshooting and problem solving skills • Curiosity • Account management or client services background • Adapts well to change and flexible • Strong communication skills with the ability to communicate at all levels
and translate technical info to all • Manage and support your own book of business • Able to leverage technology to manage their customer portfolio • Model building, forecasting and other applicable experience • Planning and modeling experience a plus • Anaplan experience a big plus • Technical interest and bias
Feeling the cold, and the gratitude | Anaplan
Hats (and gloves) off to the amazing team members who slept outside in temperatures of 2 degrees Celsius in London on Thursday! The fantastic cause was Centrepoint, a charity in the United Kingdom that provides accommodation and support to homeless people aged 16-25.
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