What are the responsibilities and job description for the VP Customer Care position at Anaplan?
Anaplan is seeking a Vice President of Customer Care who will own our Customer First mentality and drive support experiences and outcomes for all Anaplan customers, employees and Partners. The right person is going to be a strategic, customer-obsessed leader that will help Anaplan’s support functions continue to improve and scale as the company grows and changes. In this highly visible and impactful role, you will work with current leadership to further develop our amazing team of support professionals and processes. This critical position will be responsible to manage a range of Care teams, but also partner closely with the larger Customer Success, Security, IT, and R&D organizations to ensure a seamless customer experience and constant improvement to our product delivery and support.
Key Responsibilities Include:
• Leverage business metrics and customer feedback to help build, implement and enforce a repeatable process for our Anaplan customers, partners and employees
• Provide consistent visibility to customer / operational metrics plus analysis of trends, working closely with the Chief Development and Chief Customer Officers
• Responsible for Customer Care and Customer Operations KPIs and metrics, along with assisting in the prioritization of work and monitoring overall Platform performance
• Set the long-term vision for the Customer Care teams by analyzing the current state, identifying areas of improvement, and implementing innovative ideas to benefit the customer experience
• Set and execute the strategic vision for Customer Care, in collaboration with our Customer Success and R&D leadership to enhance the experience of our customers
• Develop a strong relationship with Anaplan leadership, understanding the market and their expectations
• Advocate for our customers and the customer success team by communicating challenges at the leadership level
• Collaborate effectively cross-functionally throughout the organization (including, but not limited to R&D, Customer Success, Legal, Security, Sales, and IT)
Minimum Requirements:
• 10 Years of experience leading global support teams of 100
• 5 Years of experience leading and/or working with customer success teams
• 3 Years managing large, complex support environments generating 1000 tickets per day
• Experience leading geographically disparate teams
• Analytical mindset with experience in developing performance and metrics focused teams
• Experience developing, motivating, and mentoring a customer care/support team capable of setting and meeting ambitious goals
• A strong customer advocate with the ability and willingness to engage directly with customers
• Experience project managing large segments comprised of cross-functional teams
Preferred Knowledge and Skills:
• Experience in finance, banking, supply chain, or similar
• Experience in experience design and/or journey mapping practices
• Bachelor's Degree or higher
About You:
• A character. We are A-Shaped people at Anaplan and expect everyone to live our Values each day.
• Team player. We don’t succeed at Anaplan as individuals. Only with the collaboration across multiple teams can we deliver the best experience in the industry for all our users.
• An excellent communicator. Need to communicate with all levels of leadership, across the entire organization, but more importantly you need to communicate with our Customers and Partners at all levels.
• Act like an owner and be accountable. You aren't afraid to take on new responsibilities and you act like an owner in everything you do.
• Resilient. Embrace failure and apply the lessons learned to improve in the future.
• A fun attitude. We have a fun while being the best, and remember not to take ourselves too seriously.
• Smarts. We need people that are smart enough to make decisions on their own and also smart enough to know when they need input from others.
