AVP, Professional Services, Americas

At Anaplan, we are a team of innovators who are focused on optimizing business decision-making through our leading scenario planning and analysis platform so our customers can outpace their competition and the market.What unites Anaplanners across teams and geographies is our collective commitment to our customers’ success and to our Winning Culture.Our customers rank among the who’s who in the Fortune 50. Coca-Cola, LinkedIn, Adobe, LVMH and Bayer are just a few of the 2,400+ global companies that rely on our best-in-class platform.Our Winning Culture is the engine that drives our teams of innovators. We champion diversity of thought and ideas, we behave like leaders regardless of title, we are committed to achieving ambitious goals and we have fun celebrating our wins.Supported by operating principles of being strategy-led, values-based and disciplined in execution, you’ll be inspired, connected, developed and rewarded here. Everything that makes you unique is welcome; join us and be your best self!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.Your ImpactIn 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.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 SatisfactionCustomer AdoptionRegrettable AttritionEmployee EngagementProfessional DevelopmentIn 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 milestonesYour 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-saleBringing together and cooperating with all stakeholders to lead diverse teams comprised of client employees, partner resources, and Anaplan employees through several projects simultaneouslyProviding vision, guidance, insight expertise, and advice to the Anaplan Professional Services teamResolve all customer escalations promptly, timely, and effectivelyMentor your teams and direct reports to facilitate career growth and progressionBuild 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 leadsYour QualificationsYou 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 environmentA customer services-orientated background, ideally with Enterprise Performance Management, Software Infrastructure Support and/or multi-dimensional modelingMust have been responsible for managing teams in diverse environments, remote/onsite/offshore/sub-contracting models in a multi-vendor environmentTrack record managing a P&L $25M+Experience with Agile methodologyAbility to constantly exceed SLAs and improve processesStrong contract negotiation skillsStrong client management skills with Executive Level communication experienceEngagement delivery travel (up to 25%) is expected across the region to support new opportunities and active customer engagementsThe role can be based anywhere in the United States

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