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Field Operations Manager

Maidenhead, 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

Field Operations Manager

Maidenhead | United Kingdom

ABOUT ANAPLAN

Sure, we are leading innovation in Enterprise Planning Management software. Yes our product is arguably the most sophisticated one in its class. But our product alone does not make heroes of our customers. Our Customer Success Team, and our Partner Ecosystem of Anaplan delivery consultants do. And these teams can’t function successfully without the support, direction, and guidance of our Operations team!

This important position on the Anaplan Operations team gives you a fantastic opportunity to help scale our business through the evolution and growth of our Partner ecosystem and Customer Success team. Working to ensure both teams are equipped with the best enablement, tools, processes and communications they need.

FIELD OPERATIONS MANAGER, CUSTOMER OPERATIONS

Are you a seasoned operations or consulting manager, with expertise and experience in leading world-class partner or customer operations functions? Are you able to put yourself in our Partners’ shoes, and understand what they need to be truly successful in delivering and supporting Anaplan with our customers? Are you analytically minded, and able to bring together the data and metrics we need to track the health and scale of our Customer Success team? Are you cool and calm under pressure, and able to remain focused on delivering to project plans and driving results? Do you thrive in building strong relationships across cross-functional teams? Then this job is for you.

CORE RESPONSIBILITIES

As the CS Field Operations Manager, you’ll report to the Senior Manager, Customer Operations, working in tandem with your counterparts in AMER and APAC, and you’ll play a key role in ensuring global alignment in the EMEA region. You will collaborate closely with the regional Customer Success, Sales, Alliances and Enablement teams to help strengthen and scale the Partner ecosystem & Customer Success team.

You will be part of Anaplan’s Operations team that operates globally to provide the tools, processes, best-practice collateral, and operational support that make our Partner & Customer Success team, and ultimately customers, successful.

Responsibilities:  

  • Develop and implement global policies and procedures for maximizing operational efficiencies
  • Manage services to ensure they meet customer expectations and requirements
  • Collaborate on implementation of tools to enhance operational effectiveness
  • Align internal and external resources with services needs in regional market
  • Support local Partner and Customer Success teams through communication and collaboration
  • Ensure company operations are completed in a timely and effective manner
  • Monitor key metrics related to Partner and Customer Success

 

The responsibilities aren’t always defined. It’s critical that you have the skills, motivation and initiative to really take ownership of the Partner & Customer Success Operations space to help drive us forward as a company. This role requires high levels of autonomy, accountability, and integrity!

 

Requirements:

  • BA/BS required. MBA or master’s certificate is a plus
  • 5+ years of Operations, Program Management or Customer Success experience
  • An understanding of the role Customer Success Managers and Delivery Partners play in the SaaS world
  • Strong, self-starter motivated to work autonomously without regional supervision
  • Excellent communication and presentation skills with attention to detail
  • Proven project management capabilities
  • Ability to manage own workload, work efficiently, and meet deadlines
  • Ability to lead through influence
  • Data-driven with a commitment to process improvement
  • Strong reputation working with inter-disciplinary teams as being innovative, accountable, reliable, and able to thrive in a constantly changing environment
  • Passion for process and experience scaling processes
  • Enjoys “getting their hands dirty” by digging into complex operations
  • Experience with Salesforce, Workday, Confluence, and/or Gainsight preferred
  • Anaplan Model Building experience desired

#LI - SC1

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