Customer Success (CX) Strategist at Anaplan
San Francisco, CA, US

The Team:

The Customer Experience (CX) team seeks to understand, design and implement an optimum Customer Experience, across all interactions, supported by data and analytics. We will curate the best experience for our customers that make their work life better. 


Our team looks holistically at our prospects, customers, and internal teams with a CX methodology, collects their “voices”, maps their journeys and manages initiatives around the customer priorities. That’s a big scope of work and requires both passion and skills.


The Role:

To be effective at how we serve our customers, we must have a team that looks holistically at the journey we are on with our customers, every touch, and looks to move the company toward the direction of change associated with improvements to those touches.


One example project would be developing a project plan across multiple work streams and coordinating engagement across functions setting the scope, deadlines and providing accountability for these functions as well as helping guide them to completion. In addition, you will be helping build out playbooks for our new service design area. This includes defining the structure, how our feedback mechanism will work and creating guides on the best practices for the team. In addition, you will create journey maps and standard operating procedures with the functions to help the organization understand how this plays into the journey and how it fits into the big picture. You will be diplomatic, agile and assertive to move things in the right direction to complete tasks on time with high quality. Also, this team is helping shift priorities of the organization, so self-motivation is key. Collaborating with many teams to bring service design and our customer insights to each function to help our organization be more customer first is also a large part of this position. You will play a critical role to ideate, plan, pursue, implement, monitor, and build upon new initiatives that help support delivering customer insights that lead to action for our organization.


Bring proven methods and solutions to improve the way we work, how we support our customers and partners, and how we create more operational efficiencies. We are growing quickly, and you can grow right alongside us to help deliver results, grow your career, and be part of a fast-paced culture. This is a new team at Anaplan and we have a lot of road to pave.


What you’ll be doing:

  • Manage progress, status and deadlines of initiatives across multiple functions
  • Complete deep future state journey maps with key stakeholders
  • Create and execute on initiatives
  • Analyze team processes and continuously make recommendations for improvements
  • Work closely with the leadership team to plan and execute strategic initiatives
  • Develop effective metrics to measure project success
  • Set and communicate goals, action plans, and key metrics for business functions
  • Create standardized playbooks and interventions for each point in the customer journey
  • Documentation and validation of business standard operating procedures 

What you'll need to be successful:

  • Diplomatic
  • Creative
  • Problem Solver
  • Dynamic
  • Empathetic
  • Assertive
  • Good Listener
  • Tact
  • Self-Motivated
  • Curious

 More about you – Must have at least 6 of the following:

  • 6+ years in a project management, process improvement or strategy role
  • Prior experience at a SaaS company in a customer experience, customer marketing or customer insights capacity
  • Experience running service design or design thinking workshops
  • Strategized and successfully implemented innovative customer strategies (technology, process, people) in a high growth environment
  • Led multiple work streams within a complex, high growth environment
  • Prior experience developing and rolling out global processes and/or customer programs
  • Previous experience leading a successful customer experience/success team in a growth-oriented environment
  • Strong interpersonal and communication skills; excellent verbal and written skills