Senior Customer Success Business Partner

The Senior Customer Success Business Partner 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 with our Partners and Professional Services team to ensure that the customer is trained, has a successful implementation as well as manage their ongoing health and adoption to ensure Anaplan is delivering high ROI. As the primary customer contact for any platform challenges, the CSBP will handle escalations and ensure customer satisfaction.

Strategic objectives:

• Handle a portfolio of customers with a key aim to maximise the Customers 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 utilise your internal resources to execute on the account strategy,
• Spot opportunities to create sales pipeline and grow the account,
• Connect the customer to other areas of Anaplan as needed including Anaplan,
• Product, Support, Community & Sales as well as our partner network.

#LI-Remote

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, event participation (e.g. CPX, Master Anaplanner Program, local and virtual user groups),
• Educate Customers on our Platform Roadmap,
• Run regular 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 implementation,
• 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.

Essential skills: 

• English and Dutch full proficiency,
• 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 prioritise,
• Run your own business mentality & drive,
• Strong troubleshooting and problem-solving skills,
• Curiosity,
• Account management or client services background,
• Adapts well to change and flexible,
• Strong communication skills with the ability to communicate and translate technical information to all,
• Run and support your own book of business,
• Able to leverage technology to handle their customer portfolio,
• Model building, forecasting and other applicable experience,
• Planning and modelling experience a plus.