Senior Director, Expert Services Strategy & Operations

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 put customer experience at the forefront of every decision. Individuals who thrive on challenges and are ready to grasp the opportunity of a lifetime. Because we fundamentally believe every colleague brings outstanding 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.

Sr. Director, Professional Services Strategy & Operations

 

At Anaplan, we believe in hard work, having fun, and bringing excellence to everything we do. Our product is arguably the most sophisticated in its class, but our product alone does not make heroes of our customers. Our Customer Success team does. A position on our team gives you the opportunity to take the “service” in “software-as-a-service” to a whole new level with a global team of field operations professionals.

Anaplan is changing the way companies plan and this isn’t Professional Services as usual. We’re looking for a Senior Director, Professional Services Strategy & Operations who delights in the most detail-oriented and challenging puzzles. This role will report to our Chief Customer Officer and will be a part of the senior leadership team for Anaplan’s Customer Success organization. Ideally based in Miami but available as a fully remote role within the continental US, this is a fantastic opportunity for a high-achiever able interpret complex business challenges into solutions.

 

SENIOR DIRECTOR, PROFESSIONAL SERVICES STRATEGY & OPERATIONS:

What you'll be doing:

· Lead organizational transformation of professional services strategy in line with the company’s overall strategic priorities

· Drive organizational alignment on the charter for Professional Services at Anaplan

· Institutionalize and continuously evolve an enterprise discipline for PS strategy and operations roadmap, working alongside GTM field leadership (Sales, CS, Professional Services field leadership)

· Create strategy and program to oversee the development of core programs, educational content, competencies, curriculum, and training to improve consultant productivity and promote tenure competency and talent development to build foundation of function

· Create programs to oversee and execute process improvements and the development of policies, procedures, methods, and tools in support of delivery.

· Identify and mitigate critical process, operational, and technical challenges facing our customer deployments

· Highlight critical information to assess risk and enabling project selection for business alignment and benefit realization

· Provide oversight and analysis (weekly, monthly, and quarterly) of pipeline, bookings, backlog, utilization metrics/trends and revenue tracking, along with other PS major KPIs – activating teams to drive enhancements as data from these reporting leads to actionable insights

· Drive development and operation of the processes needed to effectively sell / deploy Anaplan services at scale, managing a team of field operations in AMER, EMEA and APAC

· Develop standardized processes and procedures that reflect PS industry best practices to ensure effective, predictable and repeatable service delivery

· Work with the cross-functional teams to ensure tools are in place and are utilized to capture and report on professional services KPIs, including overall implementation health, partner health, and resource utilization health tracking

· Evaluate capacity plans and staffing requirements for operational delivery per the financial plan

· Provide ongoing evaluation and optimization of staffing levels for the Professional Services

More about you:

· BA/BS required. MA/MBA a bonus

· Possess a successful track record of 7+ years’ experience managing software projects and teams, ideally in a cloud applications/Connected Planning environment

· 3+ years of experience in an analytics role (Consulting, Operations, or similar)

· A customer services orientated background, ideally with Enterprise Performance Management, Software Infrastructure Support and/or multi-dimensional modeling

· Ability to constantly exceed SLAs and improve processes

· Strong client management skills with Executive Level communication experience

· Excellent communication and presentation skills with attention to detail

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