- 8+ years of relevant experiences of Consulting/Customer Success/Planning Software experiences across industries and functions
- Serve as thought leader, customer advocate and partner to Anaplan s most strategic customers
- Assess and consult your customer s planning challenges and desired business objectives.
- Develop and execute Customer Success plans that address customer s planning challenges and drive solutions to their business objectives while expanding the Anaplan footprint
- Demonstrate and articulate business value realization through the measurement of the executed strategies
- Be the conduit for customer and Anaplan strategic alignment by working closely with implementation partners, sales, and other Anaplan internal teams. Become the customer s trusted leader for their connected planning journey.
- Proactively monitor customer end user adoption and sponsorship; build action plans to remedy if needed.
- Demonstrate high impact leadership through setting a vision and strategy, motivating others, driving customer priorities and achieving measurable results
- Analyse usage trends and KPIs to provide insight and guidance to the customer
- Deliver on renewal, adoption and expansion targets
- Advise customer on developing a Center of Excellence or similar governance structure to enable customers self-sufficiency on Anaplan
- Manage issue escalation & mediate to resolve technical/platform issues with existing implementation Partners and internal support teams.
- Build a culture of doing the right thing for our customers. Have a challenger mentality to offer counter proposals and guidance to maximize value creation in the relationship.
Preferred skills:
- Ability to interface with C Suite and technical practitioners in a consultative setting within Finance, Sales, Supply Chain and/or HR planning solutions
- Excellent written and verbal communication skills with the ability to interact and influence at all levels of the organization
- Knowledge of best practices in customer success, adoption and retention
- Ability to conduct quantitative value and ROI analysis
- Experience overseeing technology implementations with enterprise / planning platforms throughout the project lifecycle.
- Experience leading and mentoring project team members on SteerCo and executive presentations and communications.
- Understanding of Agile Project Management and change management methodologies
- Familiarity with ERP, CRM and/or HRM and how those systems relate to enterprise planning systems and processes
- Familiarity with using Salesforce and Gainsight for customer success processes
- Anaplan Model building and other applicable experiences
What will make you successful in this role:
- Customer first mentality
- Proactive attitude
- Ability to react with urgency, and remain calm under pressure
- Ability to multi task and prioritise
- Run your own business mentality & drive
- Strong troubleshooting and problem solving skills
- Curiosity
- Adapts well to change and flexible
- Run and support your own book of business
- Able to leverage technology to handle their customer portfolio
- Technical interest and bias
