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Customer Success Director

New York, United States

 

Customer Success Director

New York | United States

Anaplan is looking for a highly driven and dynamic CUSTOMER SUCCESS DIRECTOR. In this role, based in New York, you will manage the Customer Success team for a specific sales region(s). The Customer Success team client engages with clients to promote the continuous improvement of productivity, service quality and customer satisfaction. 

What you'll be doing:

  • Driving excellence throughout the entire customer lifecycle; from helping with services scoping in pre-sale, to product delivery and customer satisfaction post-sale.
  • Leading diverse teams comprised of client employees and Anaplan employees through several projects simultaneously
  • Managing and guiding the Anaplan Customer Success Services team
  • Identifying additional opportunities for customer adoption and expansion.
  • Assisting sales with potential customer expansions.
  • Handling and resolving all escalations.
  • Recruiting and developing a team of customer success business partners

More about you:

  • 5+ years’ experience managing EPM software projects
  • A background with Enterprise Performance Management, Software Infrastructure Support and/or multi-dimensional modeling
  • Must have been responsible for large teams (10 or more) in diverse environments.
  • Onsite/offshore model in a multi-vendor environment ideal.
  • Experience with Agile methodology
  • Ability to constantly exceed SLAs and improve processes.
  • Ability to scope client engagements at any level and to ‘fix bid’ a project if necessary
  • Experience developing ‘Customer Success Packages’ and managing projects to the CSPs
  • Strong contract negotiation and client management skills

Bonus Points:

  • Leadership skills
  • Business Acumen
  • Persuasiveness
  • Resilience
  • Calmness
  • Methodical
  • Innovative
  • Intelligent
  • Articulate
  • Active listener

More about the role:

  • You’ll also be someone who can take a complex issue and break it down into simple, manageable steps or milestones
  • Your spirit and tenacity to drive excellence throughout the entire customer lifecycle; from helping your team with services scoping in pre-sale, to product delivery and customer satisfaction post-sale
  • Bringing together and cooperate with all stakeholders to lead diverse teams comprised of client employees and Anaplan employees through several projects simultaneously
  • Providing vision, guidance, insight expertise and advice to the Anaplan Professional Services team
  • Spot and identify additional opportunities for customer adoption and expansion and bring this to the attention of the sales organization promptly
  • Resolve all customer escalations promptly, timely and effectively
  • Mentor your teams and direct reports
  • Build relationships with key partners in your territory
  • Maintain monthly cadence calls with other Directors and Partner leads 
  • Extensive travel (up to 50%) is expected within the region 

Do you align with Anaplan’s Values?

Creative: We are passionate about our customers’ success

Explore all of our Values on Anaplan.com/careers

#AnaplanLOVE

About Anaplan

We’re building a truly unique technology. From our calculation engine and in-memory data store, to apps and predictive analytics; amazing technology is being developed every day.

We’re addressing a $100B/year problem that all global businesses face. Our mission is to break the traditional business planning mold, currently performed through spreadsheets or legacy systems. Anaplan’s Connected Planning platform is enabling customers to improve decision-making by turning response time into real time.

 With 900+ customers and 175+ partners globally, Anaplan’s platform is solving some of the most complex challenges in business. CEOs, analysts, and the press agree—Anaplan is changing the way the world does business.

 Learn about our history, see our recognitions and achievements, and take a look at what it’s like to work at Anaplan.

 Get to know more about working at Anaplan by checking out our social channels.

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CAN’T FIND THE PERFECT ROLE FOR YOU? NEW OPPORTUNITIES ARE OPENING UP DAILY:

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