Senior Manager, IT Customer Experience

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.

 

The Anaplan IT team provides companywide technology and operational support and helps pave the road the rest of the company drives on. IT is often the most visible internal face of a company, and Anaplan is no different. As the Senior Manager, IT Customer Experience, you’ll be the connective tissue that binds core IT Operations with IT Engineering, marrying your operational wizardry to a robust and progressive tech stack. We delight our customers and strive for continual improvement.

You will be leading and transforming a team of IT professionals to bring truly innovative operational excellence and fulfill our customer promises hundreds of times a day. Your internal customers are in diverse levels and roles in GTM, Global Technology (GTO), G&A, and cross-functional collaboration with each group is paramount to success. Collaboration and partnership is paramount and the ability to successfully multitask daily operational work with project management will be keys to your success at Anaplan. 

Your Impact

ESSENTIALS OF THIS SENIOR MANAGER ROLE

• Your business communication style is open, transparent, and authentic;  you’re an upfront, servant leader able to articulate and inform, provide good context regardless of the communication medium (speaking or writing), tease out problem statements to focus your support, and  build clear narratives with all levels of the organization.
• You regularly assess, measure, document and report on the ongoing hygiene and health of your IT Operations team, and you use those metrics to actively drive improvement in team culture, communication, and performance.
• Your maintain high situational awareness with all our internal business partner priorities and strategies, formulating IT technology roadmaps that align and support those strategies.

ADDITIONALLY

• Empathetically and inclusively hire, train, and develop a team of IT professionals to provide a class leading user experience,  covering IT Support, AV, vendor management/budget spend, and other functions
• Join the team in a leadership position and work with IT staff to provide superior assistance for continuous improvement of IT solutions
• Plan, coordinate, schedule, and supervise the day-to-day technical support activities, including troubleshooting, customer service issues, approvals, events, installations, and customer concerns
• Lead infrastructure builds in new facilities
• Measure, monitor, and maintain the team’s ability to meet or exceed contact and resolution Service Level Agreements (SLA)
• Develop and maintain policies, procedures, and processes
• Jumpstart the development of a robust asset inventory system
• Partner heavily with our IT COE and other internal IT groups to drive critical IT initiatives
• Travel up to 20% including international

Your Qualifications

• Attention to detail.
• Ability to define and maintain SLAs
• Construction project management experience
• Multi-million dollar budget management experience
• 2-5 years of IT management experience

Nice to Have

• Certifications in Okta, Slack, O365, ITIL Framework, PMP, or other relevant certifications
• Demonstrated experience working in startups or other high-paced environments

 

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!

We will ensure that individuals with disabilities are provided reasonable accommodation