AVP, Professional Services, Americas

Our mission is to break the traditional business planning models, currently performed through spreadsheets or old legacy systems, and replace them with Anaplan’s Business Planning Cloud Platform, enabling customers to use it as their spine of decision-making right across their connected company.

This is a business-critical position within our professional services function running a regional team of strategic Directors, Business Development Managers, Professional Services Managers, Solution Implementation Managers, and Solution Architects that serve Anaplan customers and partners in the successful implementation of the Anaplan Platform and portfolio of products. Customers depend on this position and team to provide an excellent customer experience with Anaplan. Ensuring they receive the maximum value and benefit out of Anaplan planning software solutions to make their business smarter, more competitive and leaders in their industry.

Your Impact

In this role, you will drive and lead Professional Services resources to assess, design, build and deliver commercially viable Anaplan planning and analytics solutions. Your role will be to own the Americas region of Anaplan customers, (via your Professional Services team), and ensure their continual success.

You’ll be someone who is not afraid to advise a company or your team members, in Finance one day, then Sales or Supply Chain the next.  Anaplan’s Platform and its associated applications are diverse across multiple use cases and industries. We truly go across the entire business, so you’ll need to be flexible and have a strong knowledge of business processes and their desired outcomes.

It means you need to take all your experience in business development, business process, technology, and client management and combine them to guide and manage our customers, partners and your team members to an appropriate solution. It sometimes means you need to re-direct a customer or team member in the most tactful way possible for them to have a smooth first implementation. You also need to ‘teach the customer to fish’- helping them become self-sufficient so that they can expand beyond their first process in Anaplan and quickly make Anaplan their spine of decision-making in the business.

You’ll be the General Manager of your region, with P&L responsibility. You will be required to maintain KPIs at the required levels to maintain the business. Major KPIs include:

• Services Revenue, (in line with FY targets)
• Revenue Mix %, (partner vs Anaplan in line with FY targets)
• Services Bookings, (in line with FY targets)
• Billable Utilization % for Professional Services team members, (in line with FY targets)
• Services Bill Rates, (in line with FY targets)
• Contribution Margin, (in line with FY targets)
• Average Monthly Billable Hours, (in line with FY targets)
• Implementation TTV (time to value)
• Customer Satisfaction
• Customer Adoption
• Regrettable Attrition
• Employee Engagement
• Professional Development

In addition, you and your team of leaders will be responsible for building and developing a scalable team to ensure best practice development, repeatability in delivery, constant improvement, and an evolution of services offerings to support the continuous innovation of the Anaplan solution.

• You’ll also be someone who can take a complex issue and break it down into simple, manageable steps or milestones
• Your spirit and tenacity to drive excellence throughout the entire customer lifecycle; from helping your team with services and business development pre-sale to product delivery and customer satisfaction post-sale
• Bringing together and cooperating with all stakeholders to lead diverse teams comprised of client employees, partner resources, and Anaplan employees through several projects simultaneously
• Providing vision, guidance, insight expertise, and advice to the Anaplan Professional Services team
• Spot and identify additional opportunities for customer adoption and expansion and bring this to the attention of the sales organization promptly
• Resolve all customer escalations promptly, timely, and effectively
• Mentor your teams and direct reports to facilitate career growth and progression
• Build relationships with key partners in your territory (i.e., Sales and Customer Success
• Maintain monthly cadence calls with Customer Success Directors, Sales AVPs/RVPs, and Partner leads 

 Your Qualifications

• You must possess a successful track record of a minimum of 15+ years’ experience managing software projects and teams, ideally in a cloud applications/enterprise planning environment
• A customer services-orientated background, ideally with Enterprise Performance Management, Software Infrastructure Support and/or multi-dimensional modeling
• Must have been responsible for managing teams in diverse environments, remote/onsite/offshore/sub-contracting models in a multi-vendor environment
• Track record managing a P&L $25M+
• Experience with Agile methodology
• Ability to constantly exceed SLAs and improve processes
• Ability to develop services solutions and help team members scope client engagements at any level
• Strong contract negotiation skills
• Strong client management skills with Executive Level communication experience
• Engagement delivery travel (up to 25%) is expected across the region to support new opportunities and active customer engagements
• The role can be based anywhere in the United States