AVP, Customer Success (Financial & Business Services)

As the AVP of Customer Success, you will be responsible for leading a team of people managers and direct reports, who manage field resources and strategic customers across one or more industry verticals.  You will be one of the most senior GTM leaders withing the AMER region, working closely with other senior leaders from customer success, sales, professional services, partner alliances, product, support, legal, and operations.  Your primary objective will be to shape and execute a highly effective and scalable strategy that drives business critical outcomes related to customer acquisition, implementation, adoption, and expansion.

You will be responsible for leading and coaching your team to achieve quarterly business goals and driving key performance metrics including best in class retention rates, strong and consistent contribution of qualified leads for new business (CSQL), and NNACV expansion to grow the existing customer base. You will also be responsible for providing weekly and monthly business forecasts related to these key metrics, with emphasis on rigorous inspection to drive forecast accuracy.

As a senior leader in the organization, you will also serve as an executive sponsor to support the most strategic customer relationships, operating at an SVP and above level to drive customer alignment, influence decisions and secure commitments that strengthen the Anaplan’s partnerships with our customers.

In addition, you will be responsible for ensuring the execution of key business excellence programs that are designed to ensure successful Anaplan implementations, help customers achieve measurable business value from their investment, and identify and mitigate customer risks that emerge due to evolving business conditions.

Success in this role will be measured by how effectively your customers are able to sustainably and cost effectively maintain and expand their use of the Anaplan platform to transform their business.

You must be obsessed with customer excellence and demonstrate your passion by motivating and inspiring your team to achieve outsized results. You are the kind of person who goes to bed each night knowing you gave your best effort, wakes up in the middle of the night thinking about solving customer problems and creating customer value, and starts each day with a determination to make a big impact.

You will report to the AMER head of Customer Success and regularly interact with members of the executive team, including the CCO, CRO, CFO and CEO.

Skills & Requirements:

• Proven Track Record: Top performer with a proven track record of success.
• Business Acumen: Strong business IQ coupled with exceptional written and verbal communication skills and proven ability to interface and influence senior executives.
• Financial Expertise: Knowledge of business, finance, accounting, and strategy.
• Analytical Skills: Critical thinker with natural curiosity and the ability to consistently reprioritize and execute with speed and precision.
• Collaboration: World-class collaborator who is open to learning new concepts and values ideas from others.
• Leadership: Ability to define clear objectives, communicate goals, and hold others accountable. Outcome-oriented with a desire to make an impact.
• Industry Knowledge: Well-informed and educated on industry trends and events.
• Financial Analysis: Comfortable reading and interpreting financial results from 10K and other publicly available sources.
• Values-Driven: Values-based, inclusive, and empathetic.
• Organization: Extremely well-organized and capable of managing a demanding and evolving calendar.
• Ethics: Unwavering ethics and commitment to always doing the right thing.
• Results-Oriented: Desire to go above and beyond to deliver results and build a category-leading company.
• Strategic Thinking: Ability to align corporate goals with regional and team initiatives, shape strategy, and set vision for a large organization.
• Problem-Solving: Problem solver, capable of quickly identifying challenges and identifying actionable steps to resolve.
• Learning Agility: Fast learner, capable of synthesizing large volumes of information and identifying the most important points.
• Risk Management: Ability to identify risk early with the skill and knowledge to address before escalation.
• Communication: Ability to articulate complex ideas clearly and succinctly, and develop customer-facing and executive-ready messages and presentations.
• Collaboration: Experience working with 3rd party consulting partners to support customer engagements.
• Operational Excellence: Commitment to business and operational excellence to drive world-class business performance.
• Technical Proficiency: Knowledge of agile software implementation methodologies.
• Customer Focus: Strong customer management skills with executive-level communication experience.
• People Development: Strong management and leadership experience, with experience cultivating talent.
• Business Planning: Knowledge of business planning and forecasting practices

Experience:

• Minimum ten years of experience working in SaaS and leading high performing customer success or GTM teams.
• Bachelor’s degree, with focus on business, finance, marketing, operations, supply chain, technology, or other field with demonstrated relevance.  MBA a plus.
• A customer success orientated background, ideally with supporting enterprise performance management (EPM), multi-dimensional modeling platforms or another leading SaaS provider.
• Experience negotiating commercial agreements for software and related services, with ability to shape and influence commercial strategy for million-dollar agreements thoughtfully and creatively.

Other:

• Travel (up to 50%) is expected, largely within region.

Last updated on Aug 19, 2024