Customer Success Business Partner at Anaplan

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(56 open jobs)

Anaplan's connected planning platform enables organizations to accelerate decision making by connecting data, people, and plans across the business.

Job title
Customer Success Business Partner
Job listing last updated at
Aug 26, 2020
Job listing location
San Francisco, United States
Job listing source
Job listing link
External link
Bay Area company location: 50 Hawthorne St, San Francisco CA

Job description


Customer Success 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 Customer Success 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 a key contact for customers, you will work alongside our Partners to ensure that the customer is trained, has a successful implementation as well as manage their ongoing health and adoption to ensure Anaplan is delivering high ROI. As the primary customer contact for any platform challenges, you will handle escalations and ensure customer satisfaction.

  • Mediate to resolve all technical/platform issues with an existing implementation Partners and internal support teams. 
  • Work alongside the partner to ensure implementation success and service quality exceeds customer expectations. 
  • Proactively monitor customer end-user adoption and sponsorship; build action plans to remedy if needed
  • Be the primary Anaplan point of contact post-sale and conduit to Anaplan Product, Support, Community & Sales as well as our partner network. 
  • On-boarding of customers alongside partners 
  • Manage a portfolio of 40-50 customers 
  • Run regularly scheduled customer check-in cadence 
  • Manage issue escalation 
  • Assist with Community engagement 
  • Share and assist with model building best practices 
  • Ensure proactive ticket deflection 
  • Walkthrough features and functions after releases 
  • Support and collaborate with Anaplan partners 
  • Safeguard high CSAT/NPS scores; improve customer relationships to reduce detractors and passives 
  • Expand accounts and adoption with assigned customers 
  • Promote and support engagement with Anaplan through community usage, user groups, event participation (e.g. CPX, Master Anaplanner Program, local and virtual user groups) 

Essential skills:

  • Customer first mentality
  • Ability to react with urgency, and remain calm under pressure
  • 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

Do you align with Anaplan’s Values?
Collaborative: We go out of our way to help others succeed
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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 1200+ 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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