Principal Customer Success Business Partner - TMT

At Anaplan, we are a team of innovators focused on optimizing business decision-making through our leading AI-infused 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 who 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 love celebrating our wins – big and small. 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 let’s build what’s next - together! About the job The Principal Customer Success Business Partner (CSBP) for our Technology, Media & Telco (TMT) vertical is primarily responsible for successful deployment, ensuring our customers are adopting our solutions, realizing value and identifying growth opportunities. Acting as a key contact for customers, the CSBP will work alongside our Sales, Professional Services and Partner teams to ensure that the customer is trained and has a successful implementation. As the primary customer contact the CSBP will handle critical issues and ensure customer satisfaction and value realization. Your primary objective will be to execute the overall company and Customer Success strategy to protect and defend the existing customer base, ensure customer value realization and unlock growth with existing customers. Strategic objectives: Handle a portfolio of Enterprise Customers with a ARR of ~$10M with a focus to improve the customer's value and ROI on Anaplan, secure contract renewal, and identify growth opportunities Be the primary Anaplan point of contact and customer-trusted adviser during the customer life cycle Work as part of an account team and utilize your internal resources to execute the account strategy Spot opportunities within existing customers to deliver value and grow the Anaplan footprint at accounts Connect the customer to other areas of Anaplan as needed including Product, Support, Community & Sales as well as our partner network. Customer adoption: Proactively monitor customer end-user adoption and sponsorship; build action plans to remedy if needed Guide and support Customers to secure strong adoption Work closely with Customers to align Platform Expansion plans to key business objectives Enable Customers to achieve business transformation with Anaplan, helping them to map their business goals to the platform capability Promote and support engagement with Anaplan through community usage, user groups, and event participation (e.g. CPX, Master Anaplanner Program, local and virtual user groups) Educate Customers on our Platform Roadmap Run regularly scheduled customer check-ins. Implementation: Work with our Customers, Partners, and Professional Services team to ensure implementation success and service quality exceeds customer expectations Coach customers to create and manage a delivery model and change management framework to support their Anaplan journey Support and collaborate with Anaplan partners Mediate to resolve all technical/platform issues with existing implementations Partners and internal support teams Handle issues of customer concern Ensure proactive ticket resolution Advocate our model-building best practices with your customers. Results of all above: Safeguard high CSAT/NPS scores; improve customer relationships to reduce detractors and passives and build champions. Your Qualifications 10+ years of experience in account management, consulting, or client services backgro