TheCustomer 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 handle their customers’ ongoing health and adoption to ensure Anaplan delivers high ROI. As the primary customer contact for any platform challenges, the CSBP will handle critical issues and ensure customer satisfaction.
Your Impact
Strategic objectives:
Handle a portfolio of customers with a key strive to improve 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 issues of customer concern
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
Your Qualifications
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 use technology to handle their customer portfolio
Model building, forecasting, and other applicable experience
Planning and modeling experience is a plus.
Experience with Manufacturing industry is a plus
