Cette offre est lié au département Customer success
Mots clés:
SaaS
Customer Success
Here at Anaplan, we have reinvented how companies see, plan, and run their businesses(e)Our platform allows our customers to uncover new insights, connect their strategy to their plans, and work in ways they had not previously thought possible(e)We’re growing fast, constantly innovating, and couldn’t be prouder to help our customers move forward with confidence in a sophisticated and changing world.
We are looking for forward-thinking people who put customer experience at the forefront of every decision(e)Individuals who thrive on challenges and are ready to grasp the opportunity of a lifetime(e)Because we fundamentally believe every colleague brings outstanding value to our whole(e)We are a workplace where each person feels seen, heard, and valued, and can contribute their unique talent to our collective effort(e)We believe that for ourselves and for our customers.
We want you to think big and act bold through expressing your authentic best self! Anaplan is looking for a tenacious Customer Success Business Partner to join our Customer Success Team in, Paris. This is a stellar opportunity to get involved in a highly visible, large scale SaaS cloud company(e)This role is an immediate full-time position(e)If you’re ready to roll up your sleeves and tackle unique problems that no one else is solving, keep reading.
Anaplan is changing the way companies plan and this isn’t Customer Success as usual(e)We’re looking for team members who can’t sit still and are always thinking about improving the customer and partner experience(e)Do you enjoy diving into issues and solving problems? Are you detail-oriented yet able to communicate at a high level? Do you enjoy knowing that your work has significantly improved your client’s life? Do you have the personality, the systematic approach, and the skills to align internal, external and partner organizations through the customer journey? If so, this job is for you.
Come see for yourself what an exciting place to work looks like
Insight on your impact
As a Mid Enterprise Business Partner, you are primarily responsible for the successful deployment, user adoption and on-going health of our customers and their Anaplan solutions(e)Acting as the key technical contact for customers, you will support them with training, implementation services and support, handling and escalating any issues, and ensuring solution adoption and customer satisfaction(e)You will:
- Assign and facilitate an introduction to ensure each customer has an Implementation Partner.
- Mediate to resolve any issues with existing implementation Partners.
- Work alongside the partner to ensure implementation success and service quality.
- Proactively monitor customer satisfaction and end user adoption.
- Be a technical point of contact and conduit to Anaplan Product, Support, Community and Sales
Your qualifications, your influence
To be successful in the role, you must possess the following skills:
- Onboarding of customers w/partnership from partners
- Manage a portfolio of 40-50 customers
- Bi-monthly customer check-ins
- Issue escalation and management
- Community demo and engagement
- Model building help with partner
- Proactive ticket deflection
- Walkthrough features and functions after releases in partnership with partner
- Partner support and collaboration
- Act as the Anaplan ambassador and point of contact for multiple mid-market customers
- Supply partners and assigned customers with proactive support
- High CSAT/NPS scores- Improve customer relationships to reduce detractors and passives
- Expand accounts and adoption with assigned customers
- Ensure subscription renewals are secured
- Promote and support engagement with Anaplan through community usage, user groups, event participation (e.g(e)Hub, Master Anaplanner Program, User groups)
Personal characteristics:
- Customer first mentality
- Strong project and program management experience
- Ability to multi task and prioritize
- 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 at all levels and translate technical info to all
- Manage and support your own book of business
- Able to leverage technology to manage their customer portfolio
- Model building, forecasting and other applicable experience
- Planning and modeling experience a plus
- Anaplan experience a big plus
- Technical interest and bias
- Must be fluent in both English and German
Our Commitment to Diversity and Inclusion
Build your job in a place that thrives on diversity, inclusion, and belonging(e)We believe in maintaining a hiring and working experience in which all people are respected and valued, regardless of gender identity or expression, sexual orientation, religion, ethnicity, age, neurodiversity, disability status, citizenship, or any other aspect which makes people unique(e)We hire you for who you are, and we want you to bring your true self to work every day!
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive equitable benefits and all privileges of employment(e)Please contact us to request accommodation.
COVID-19
Protecting the health and safety of our communities, including our employees and of those considering a career at Anaplan, is our highest priority(e)We continue to closely monitor the evolving situation, and we appreciate your understanding and flexibility with any related changes to our interviewing process.