Vice President, Customer Engagement & Experience

Your Impact 

Anaplan seeks a Vice President, Customer Engagement & Experience to join our Customer Success team, reporting directly to the Chief Customer Officer. This is a critical role that combines strategic leadership and operational excellence to stand-up a function to drive a deeper and broader level of customer relationships with targeted Fortune 500 customers. This role will also be focused on driving customer-obsessed experience discipline. The role will specifically include the institutionalization of voice of the customer practice, execution of value capturing programs, implementation of customer advisory board by partnering with Product and Marketing, revamping of customer community. In sum all drivers to deliver customer adoption of Anaplan solutions, referenceable customers, customer advocacy and partnership on our innovation roadmap to ultimately deliver customer retention and growth.

The ideal candidate will have a strategic mindset to develop the vision based on the market dynamics, customer portfolio and maturity of our customer engagement. This candidate will influence cross-functionally to execute on the vision and institute the rigor and discipline to drive customer loyalty throughout the entire relationship lifecycle. This role will lead a high-performing team focused on driving programs that enable the entire Go-to-Market organization to drive value-based engagement for a strong adoption, retention and expansion across all customers.

• Spearhead the overarching customer engagement strategy for Anaplan’s Customer Success organization and the Go-to-Market function to create an exciting and dynamic program for customers.
• Represent Anaplan as the face of executive-level Customer Experience (CX) and Customer Engagement programs and develop relationships with CXOs to deeply understand customer needs and value opportunities.
• Direct and lead customer-facing programs for the Customer Success organization, including the Voice of the Customer, Community, Customer Advisory Boards and Customer Reference and Advocacy program.
• Engage and recruit customers to be part of Anaplan ecosystem to get feedback and input to our experience model and to shape our roadmap.
• Develop and enroll Anaplan customers into our Community and raise their readiness so our customers can be inspired and create value from peer-to-peer and ecosystem connections.
• Operationalize customer engagement and experience programs by setting outcome targets, developing internal processes, and creating a mechanism to track KPIs.
• Lead, mentor, and empower a professional team of community and program managers, focusing on their career growth and develop a strong workforce that contributes to the winning culture and core values of Anaplan.
• Partner closely with Sales, Marketing, Product, and other internal teams for the success of the programs that lead to GTM outcomes.

Your Qualifications 

• Bachelor’s degree in relevant field.
• 15+ years of experience in customer success working with a technical enterprise; global experience preferred.
• 10+ years of people leadership, with proven experience building, leading and motivating high performance teams.
• Strong background in customer research and analytics techniques, customer strategy, process improvement, human-centered design and performance management.
• Experience influencing senior management and setting expectations for major cross-functional initiatives – must have the gravitas and prior experience expressing thought leadership.
• Ability to think strategically, analytically and systemically with an excellent attention to detail.
• Build enduring and trusted relationships at CXO and VP levels through leading and communicating effectively with executives, stakeholders, and partners, ensuring long-term satisfaction and success.

Preferred:

• Previous SaaS experience and both public and private company experience.
• Master’s degree.
• Background in B2B product and technology companies to be able to speak confidently about technology.
• A collaborative mindset and experience working cross-functionally with teams and stakeholders 
• The ability to be resilient, resourceful, and agile to pivot with speed and urgency 
• Demonstrated passion for details and data accuracy