Professional Services Manager

Anaplan is hiring a PROFESSIONAL SERVICES MANAGER based in London, UK.

This is a business-critical position within our professional services function to build and lead the local team of Solution Architects that serve Anaplan customers and partners to help ensure the successful implementation of the Anaplan Platform. The opportunity you have is to drive and manage the regional Professional Services resources to assess, design, build and deliver commercially viable Anaplan planning and analytics solutions.

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

It is an incredible opportunity where you will need to take all your experience in business process, technology and client management and combine them to guide and manage the customer, and your team members, to an appropriate solution. It sometimes means you need to redirect a customer or team member in the most tactful way possible in order for them to have a smooth first implementation. At the same time, you also need to help make our customers self-sufficient so that they can expand beyond their first process in Anaplan and quickly make Anaplan their spine of decision making across their business.

Your role

• Taking complex issues and breaking them down into simple, manageable steps or milestones.
• Leveraging your spirit and tenacity to drive excellence throughout the entire customer lifecycle; from leading services scoping efforts during pre-sale, to ensuring on-time, on-budget deliveries and often assisting with enablement and expansion efforts post-live as well.
• Bringing together and cooperating with various different stakeholders to lead diverse teams comprised of customer resources, implementation partner resources, and Anaplan employees from the sales process through to their go-live.
• Providing technical and functional vision, guidance, insight, expertise and advice to a team of Anaplan Solution Architect who are working on several projects simultaneously.
• Spot and identify additional opportunities for customer adoption and expansion and bring this to the attention of the Customer Success and/or Sales organization promptly.
• Resolve all customer escalations promptly and effectively.
• Coach, mentor, and spend considerable time with your direct reports to ensure they onboard and ramp-up quickly on the Anaplan platform while developing themselves personally and professionally.
• Build relationships with, and enable, key partners in your territory.
• Maintain weekly, bi-weekly, and monthly cadence calls with various stakeholders for services bookings/revenue forecasting, project status reporting, key initiative progress, etc.
• Actively recruiting new talent to join the Professional Services team as it grows.
• Assist Regional Director in managing weekly revenue forecast and team utilisation.

Your qualifications

• You must possess a successful track record of experience managing EPM or ERP software projects and teams, in a cloud applications environment.
• A customer services orientated background, ideally with Enterprise Performance Management, software Infrastructure Support and/or multi-dimensional modelling (Anaplan platform expertise is strongly preferred).
• Must have been responsible for managing teams in diverse environments. Onsite/offshore model in a multi-vendor environment ideal.
• Ability to scope and help team members scope client engagements at any level.
• Strong contract negotiation skills.
• Strong client management skills with Executive Level communication experience.
• Extensive travel (up to 50%) is expected across the region to support new opportunities and active customer engagements.