Director, Professional Services Operations at Anaplan
San Francisco, CA, US

At Anaplan, we believe in hard work, having fun, and bringing excellence to everything we do. Our product is arguably the most sophisticated in its class, but our product alone does not make heroes of our customers.  Our Customer Success team does.  A position on our team gives you the opportunity to take the “service” in “software-as-a-service” to a whole new level, and enjoy rapid career growth while you’re at it.

Anaplan is changing the way companies plan and this isn’t Professional Services as usual. We’re looking for a Director, Professional Services who delight in the most detail-oriented and challenging puzzles. Based in San Francisco, this is a fantastic opportunity for a high-achiever able interpret complex business challenges into solutions. 


What you'll be doing:

  • Driving the identification of strategic initiatives and projects, in partnership with the CS Operations and leadership team to manage the execution of the initiatives
  • Institutionalize and continuously evolve an enterprise discipline for PS strategy and operations roadmap working alongside Professional Services leadership
  • Develop standardized processes and procedures that reflect PS industry best practices to ensure effective, predictable and repeatable service delivery
  • Work with the PS leadership and CS operations to ensure tools are in place and are utilized to capture and report on professional services KPIs, including partner health, Project tracking, etc…
  • Develop standardized processes to provide feedback to product management to inform product development and support in resolving issues impacting services execution
  • Develop a deep understanding of the supported business segments, regions, and teams
  • Provides oversight and periodical analysis (weekly, monthly, and quarterly) of pipeline, backlog, utilization metrics/trends and revenue tracking and other PS major KPIs
  • Evaluate capacity plans and staffing requirements for operational delivery per the financial plan
  • Ongoing evaluation and optimization of staffing levels for the Professional Services
  • Identify linkages and dependencies and detect systemic disconnects and bottlenecks, resolves communications and interface issues across organizational silos and develops and manages relationships with key stakeholders.
  • Creates strategy and program to oversee the development of core programs, educational content, competencies, curriculum, and training to improve consultant productivity and promote tenure competency and talent development to build foundation of function
  • Support development of the processes needed to effectively sell / deploy Anaplan at scale
  • Creation of program to oversee and execute process improvements and the development of policies, procedures, methods, and tools in support of delivery.
  • Identify and mitigate critical process, operational, and technical challenges facing our customer deployments
  • Highlighting critical information to assess risk and enabling project selection for business alignment and benefit realization
  • Contribute to the development and maintenance of internal delivery methods and tools 

More about you:

  • BA/BS required. MA/MBA a bonus
  • You must possess a successful track record of minimum of 7+ years’ experience managing software projects and teams, ideally in a cloud applications/Connected Planning environment
  • 3+ years of experience in an analytics role (Consulting, Operations, or similar)
  • A customer services orientated background, ideally with Enterprise Performance Management, Software Infrastructure Support and/or multi-dimensional modeling
  • Ability to constantly exceed SLAs and improve processes
  • Strong client management skills with Executive Level communication experience
  • Excellent communication and presentation skills with attention to detail
  • Data-driven with a commitment to process improvement
  • Strong reputation working with inter-disciplinary teams as being innovative, accountable, reliable, and able to thrive in a constantly changing environment
  • Advanced excel and analytical experience a must
  • Prior experience building Anaplan models is highly preferred
  • An understanding of Anaplan or Salesforce is a plus 


Do you align with Anaplan’s Values?

Collaborative: We go out of our way to help others succeed

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