Customer Success Director at Anaplan
New York City, NY, US

Anaplan is looking for a highly driven and dynamic CUSTOMER SUCCESS DIRECTOR. In this role, based in New York, you will manage the Customer Success team for a specific sales region(s). The Customer Success team client engages with clients to promote the continuous improvement of productivity, service quality and customer satisfaction. 

 

What you'll be doing:

  • Driving excellence throughout the entire customer lifecycle; from helping with services scoping in pre-sale, to product delivery and customer satisfaction post-sale.
  • Leading diverse teams comprised of client employees and Anaplan employees through several projects simultaneously
  • Managing and guiding the Anaplan Customer Success Services team
  • Identifying additional opportunities for customer adoption and expansion.
  • Assisting sales with potential customer expansions.
  • Handling and resolving all escalations.
  • Recruiting and developing a team of customer success business partners

More about you:

  • 5+ years’ experience managing EPM software projects
  • A background with Enterprise Performance Management, Software Infrastructure Support and/or multi-dimensional modeling
  • Must have been responsible for large teams (10 or more) 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 client engagements at any level and to ‘fix bid’ a project if necessary
  • Experience developing ‘Customer Success Packages’ and managing projects to the CSPs
  • Strong contract negotiation and client management skills

Bonus Points:

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

More about the role:

  • 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 other Directors and Partner leads 
  • Extensive travel (up to 50%) is expected within the region