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Anaplan Sr Director, Customer Experience in San Francisco, California

Here at Anaplan, we have reinvented how companies see, plan, and run their businesses. 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. 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 bend over backward to put customers first. Individuals who thrive on challenge and are ready to grasp the opportunity of a lifetime. Because we fundamentally believe every colleague brings unique value to our whole. We are a workplace where each person feels seen, heard, and valued, and can contribute their unique talent to our collective effort. We believe that for ourselves and for our customers.

A little about us:

Anaplan is seeking an experienced Cx leader to join the CCO Organization. This individual will be required to influence and oversee the strategy, planning and execution of Anaplan’s overall Customer Experience goals.

As the Sr. Director of Customer Experience, you ensure we have an intentional journey identified for our customers that optimizes their engagement with our product and organization and ensures minimal friction at all stages, setting them up as customers who understand what it takes to be successful, see their voices being heard in our product roadmap, are willing to evangelize their success with Anaplan to the market and other customers and who ultimately want to drive even more business value by expanding their relationship with Anaplan.

To do this, we need a strong leader who can coordinate across functions within and outside of the CCO Organization across Anaplan to ensure we are orchestrating an intentional customer journey with the right touchpoints at each stage that can scale, be repeatable and produce value for our customers and drive outcomes for our business.

A little about you:

You are someone who can leverage data and stories to rally teams around decisions, maintains an outside-in view that brings World-Class Cx practices to Anaplan, contributes to thought leadership inside and outside of Anaplan and can influence strategy and execution across diverse functions as a matrixed leader in the CCO Organization. You have passion for delivering a powerfully successful Customer Journey and understand that it requires a constant cycle of learning, adapting, implementing and adjusting as the business grows and as we learn more about what drives our customers to be successful on an ever evolving and very powerful platform.

You will bring proven methods and solutions with you to improve the way we work, how we support our customers and partners, and how we create more operational efficiencies. We are growing quickly, and you can grow right alongside us to make a huge impact, grow your career, and be part of a fast-paced, results-oriented, and customer-centric culture. The ability to create a distinctive customer experience that compellingly reflects our brand promise is a main part of our goals. Will you join us in this mission?

What you need to be successful:

  • 10+ years in a Cx, customer success, process improvement or strategy role

  • Prior experience at a SaaS company creating and implementing customer experience programs based on data-driven insights

  • Comfortable analyzing data and research to distill customer insights and trends, socializing these findings with recommended actions to executive leadership

  • Experience running experience design or design thinking workshops

  • Strategized and successfully implemented innovative customer strategies (technology, process, people).

  • Prior experience developing and rolling out global processes and/or customer programs

  • Previous experience leading a successful customer experience/operations/success team

  • Prior experience in customer facing, field-based role(s) is required. Preferably in Customer Account/Customer Success Management.

  • Proven success orchestrating customer journeys and deploying actionable Cx programs to the field.

  • Working knowledge of CSM technologies to automate and scale Customer Journey orchestration is preferred.

  • Strong interpersonal and communication skills; excellent verbal and written skills

Our Commitment to Diversity and Inclusion

Build your job in a place that thrives on diversity, inclusion, and belonging. 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. We hire you for who you are, and we want you to bring your true self to work every day!

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. We continue to closely monitor the evolving situation and we appreciate your understanding and flexibility with any related changes to our interviewing process.

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