Principal Engagement Partner, Anaplan

• Anaplan is hiring a Principal Engagement Partner
• You’ll be someone who is not afraid to advise a customer, partner, or your team members, in the Supply Chain one day, then Finance or Sales the next – all under the guidance of implementation success aligned to customer outcomes
• Proven Program/Project Manager, at a Senior level or above, who operates as a self-starter that drives customer success in complex customer environments at the executive and department levels
• Ability to understand customer requirements and work with the team to translate those into simple, usable, yet high-value solutions
• Ability to partner with cross-functional stakeholders (i.e., account executives, partners, product, professional services, and customer success leadership)
• Highly data-driven with a commitment to process and excited about driving and tracking consistent implementation processes
• Inspiring program / project leader, who has a passion for delivery excellence and enjoys building best practices, repeatable tools and frameworks, and enjoys coaching and teaching others
• Very strong ability to influence and manage cross-functional team members who do not directly report to you
• Team player with the highest level of integrity
• Experience in enterprise software project management, customer success management, management consulting, or related fields
• Passionate about technology and how it can be leveraged to drive measurable business impact

Desirable

• This is a business-critical position within our Customer Success organization tasked to lead our most strategic customer engagements to ensure successful outcomes with the Anaplan solution
• This position will work cross-functionally with our customers, partners, and internal Anaplan teams to coordinate, plan, and execute delivery engagements for new and existing Anaplan customers implementing our products
• Specifically, you will drive your own engagements, leading executive relationships, managing program/project governance and execution, ensuring alignment of defined customer outcomes, and coordinating implementation resources across partners and Anaplan teams
• As the overall engagement delivery leader, it means you need to take all your experience in project/program management, implementation delivery, and customer management and combine them to guide and lead the customer, and your team members (internal and partner), to each customer’s desired outcomes
• It sometimes means you will need to leverage your experiences with successful outcomes and through challenges to help others learn and share techniques to drive customer value and measurable outcomes for our customer implementations
• You will be required to support our key delivery KPIs in partnership with other team members within each of your engagements, to ensure consistent customer outcomes, maintain delivery quality, and meet our customer’s business objectives
• Major KPIs include:
• Implementation Health
• Customer Satisfaction
• Implementation TTV (time to value)
• NRR(Net Review Retention)
• Building executive relationships with your customers and partners (as applicable) to instill confidence and articulate value in the Anaplan solutions being implemented
• Working cross-functionally with members of the project team (internal and external), by taking sophisticated implementation issues and breaking them down into simple, manageable steps or milestones to increase TTV
• Mastery and execution of “The Anaplan Way” implementation methodology to ensure powerful, yet easy-to-use models are built within agreed timelines and that the approach reflects the product strategy and direction of innovation (i.e. , Apps, add-on products, etc.)
• Using your spirit and tenacity to drive excellence throughout the entire customer lifecycle; ensuring timely, on-budget deliveries and often assisting with enablement and expansion efforts post-live
• Consolidating and curating implementation delivery best practices, insights, and advice to the entire team of engagement delivery directors
• Oversight, management, and reporting upon all active customer implementations, with active resolution of all customer issues promptly and effectively
• Establish relationships with, and enable, key partners to help them improve in the engagement delivery acumen and best practices
• Maintain weekly, bi-weekly, and monthly cadence calls with your customers, partners, and internal team members specific to project milestones, project status reporting, key initiative progress, etc
• Serve as the primary point of contact and engagement owner for implementations, assigned, providing regular insights to internal Leadership teams
• Lead customer-facing meetings, ranging from operational management to C-suite
• Collaborate with different personalities to align on key decisions, including release scope, deployment timelines, resource management, model design, testing/training plans, and change management