Principal CS Business Partner

2 weeks ago


San Francisco, United States Anaplan Full time

The Customer Success Business Partner (CSBP) is primarily responsible for the successful deployment, user adoption, and ongoing health of our customers and their Anaplan solutions. Acting as a key contact for customers, the CSBP will work alongside our Partners and Professional Services team to ensure that the customer is trained and has a successful implementation. Also, the CSBP will manage their customers’ ongoing health and adoption to ensure Anaplan delivers high ROI. As the primary customer contact for platform challenges, the CSBP will handle escalations and ensure customer satisfaction.

Strategic objectives:

  • Handle a portfolio of customers with a key aim to maximize the customer's ROI and secure contract renewal
  • Be the primary Anaplan point of contact and customer-trusted adviser during the customer life cycle
  • Work as part of an account team and utilize your internal resources to execute the account strategy
  • Spot opportunities within existing customers to grow the Anaplan footprint at accounts
  • Connect the customer to other areas of Anaplan as needed, including Anaplan, Product, Support, Community & Sales, as well as our partner network.

Customer adoption:

  • Proactively monitor customer end-user adoption and sponsorship; build action plans to remedy if needed
  • Guide and support Customers to secure strong adoption
  • Work closely with Customers to align Platform Expansion plans to key business
    objectives
  • Enable Customers to achieve business transformation with Anaplan, helping them to map their business goals to the platform capability
  • Promote and support engagement with Anaplan through community usage, user groups, and event participation (e.g. CPX, Master Anaplanner Program, local and virtual user groups)
  • Educate Customers on our Platform Roadmap
  • Run regularly scheduled customer check-ins.

Implementation:

  • Work with our Customers, Partners, and Professional Services team to ensure implementation success and service quality exceeds customer expectations
  • Coach customers to create and manage a delivery model and change management framework to support their Anaplan journey
  • Support and collaborate with Anaplan partners
  • Mediate to resolve all technical/platform issues with existing implementations
  • Partners and internal support teams
  • Handle issue escalation
  • Ensure proactive ticket deflection
  • Advocate our model-building best practices with your customers.

Results of all above: Safeguard high CSAT/NPS scores; improve customer relationships to reduce detractors and passives; and help drive the growth of Anaplan use cases with the customers.

Essential skills:

  • Customer-first mentality
  • Proactive attitude
  • Ability to react with urgency, and remain calm under pressure
  • Strong project and program management experience
  • Ability to multitask and prioritize daily and weekly tasks
  • Run your own business mentality & drive
  • Strong troubleshooting and problem-solving skills
  • Curiosity: a strong desire to understand how and why a customer operates, what objectives they have in the marketplace, and how Anaplan can help them with their objectives
  • Account management or client services background
  • Adapts well to change and is flexible
  • Strong communication skills with the ability to communicate and translate technical information to all personas
  • Able to leverage technology to handle their customer portfolio
  • Model building, forecasting, and other applicable experience
  • Planning and modeling experience is a plus.
  • Experience with Tech, Media, and Telco industries is a plus
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