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Professional Services Director - West Region

San Francisco, California, United States

 

Professional Services Director - West Region

San Francisco | California | United States

Professional Services Director

 

About Anaplan

We’re building truly hardcore, high-end 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 for global businesses. It’s challenging—and it’s fun. We work hard, and we love to see our efforts paying off.

 

With 850+ customers and ~ 100% growth year-over-year, Anaplan’s software Platform is solving some of the most complex challenges in the business world. CXOs, analysts, and the press agree—Anaplan is changing the way the world does business.

 

We help Fortune 2000 organizations design and execute on their connected planning strategy in a wide array of industries and business functions.

 

See more about Anaplan here and how we have been recognized as a company here.

 

Our mission is to break the traditional business planning models, currently performed through spreadsheets or old legacy systems, and replace them with Anaplan’s Business Planning Cloud Platform, enabling customers to use it as their spine of decision-making right across their connected company.

 

CORE RESPONSIBILITIES

This is a business-critical position within our customer success function running a regional team of strategic Solution Architects that serve Anaplan customers and partners in the successful implementation of Anaplan Platform subscriptions. Customers depend on this position to provide an excellent customer experience with Anaplan. Ensuring they receive the maximum value and benefit out of Anaplan planning software solutions to make their business smarter, more competitive and leaders in their industry.

CORE RESPONSIBILITIES

In this role, you will drive and lead Professional Services resources to assess, design, build and deliver commercially viable Anaplan planning and analytics solutions. Your role will be to own a region of Anaplan customers, (via your Professional Services team), and ensure their continual success.

 

You’ll be someone who is not afraid to advise a company or your team members, in Sales Operations one day, then HR the next. Anaplan’s Platform is diverse across multiple use cases and industries. We truly go across the entire business, so you’ll need to be flexible and have at least a decent knowledge of business process.

 

It means you need to take all your experience in business process, technology and client management and combine them to guide and manage the customer and your team members to an appropriate solution. It sometimes means you need to re-direct a customer or team member in the most tactful way possible in order for them to have a smooth first implementation. You also need to ‘teach the customer to fish’. It means you need to make them self-sufficient so that they can expand beyond their first process in Anaplan and quickly make Anaplan their spine of decision making in the business.

 

You’ll be the General Manager of your region, with P&L responsibility. You will be required to maintain KPIs at required levels to maintain the business. Major KPIs include;

  • Services Revenue, (in line with FY targets)
  • Revenue Mix %, (partner vs Anaplan in line with FY targets)
  • Services Bookings, (in line with FY targets)
  • Billable Utilization % for Professional Services team members, (in line with FY targets)
  • Services Bill Rates, (in line with FY targets)
  • Average Monthly Billable Hours, (in line with FY targets)

You and your team will also be responsible for customer satisfaction and adoption of the Anaplan Platform.

 

COMMON TRAITS OF THE DIRECTOR

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

REQUIREMENTS

  • 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 CSDs and Partner leads

 

EXPERIENCE

  • You must possess a successful track record of minimum of 10+ years’ experience managing software projects and teams, ideally in a cloud applications/Connected Planning environment
  • A customer services orientated background, ideally with Enterprise Performance Management, Software Infrastructure Support and/or multi-dimensional modeling
  • Must have been responsible for managing teams 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 and help team members scope client engagements at any level
  • Strong contract negotiation skills
  • Strong client management skills with Executive Level communication experience

 

NOTE

  • Extensive travel (up to 50%) is expected across the region to support new opportunities and active customer engagements

 

 

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