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Customer Success - Channel Business Partner

London, United Kingdom

 

Working at Anaplan


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

Customer Success - Channel Business Partner

London | United Kingdom

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ANAPLAN

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.

RESPONSIBILITIES:

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

  • REQUIREMENTS:

    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)


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    PERSONAL CHARACTERISTICS:

    • 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

    #LI-SC1

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