Product Support Manager
London, England
6d ago

Here at Anaplan, we have reinvented how companies see, plan, and run their businesses. Our platform allows our customers to uncover new insights, connect their strategy to their plans, and work in ways they had not previously thought possible.

We’re growing fast, constantly innovating, and couldn’t be prouder to help our customers move forward with confidence in a sophisticated and changing world.

We are looking for forward-thinking people who bend over backward to put customers first. Individuals who thrive on challenge and are ready to grasp the opportunity of a lifetime.

Because we fundamentally believe every colleague brings unique value to our whole. We are a workplace where each person feels seen, heard, and valued, and can contribute their unique talent to our collective effort.

We believe that for ourselves and for our customers.

Anaplan is seeking an enthusiastic and hands-on Manager to lead and inspire an incredible team of support personnel that help transform traditional customer care interactions into outstanding customer experiences.

Our Customer Care Product Support teams connect with customers through a variety of mediums including chats, calls and emails to enhance and support the use of the Anaplan platform.

We are looking for someone to help transform the level of experience we provide our customers and partners, by inspiring, coaching, motivating and developing our support team members.

At Anaplan, we see Customer Care to differentiate our company from any competition and become a proactive support team dedicated to elevating our customers’ use of Anaplan.

What you will contribute :

  • Lead our support team based in the EMEA region
  • Manage escalations when immediate focus is needed
  • Coach, mentor, and performance manage a highly skilled team of product support analysts
  • Maintain best practices in customer management to ensure acquisition and retention of customers, and increased customer satisfaction
  • Create efficiencies and increased capabilities through innovation in support delivery
  • Drive World Class support through flawless execution through each contact
  • Ensure adherence to SLAs
  • Foster a culture of empowerment, enablement, and accountability within the immediate and larger team
  • Create and document SOPs to share across the organization
  • Provide insights based on the team experience and customer contact drivers
  • Collaborate across Anaplan to improve our product, processes, and culture based on constant learnings
  • Document, track and monitor problems to ensure resolution in a timely manner.
  • Desired Experience / Skills :

  • Customer First mentality
  • Experience in managing a team of technical individuals
  • Strong interpersonal and leadership skills
  • Experience managing customer and employee experience through multiple inbound and outbound contact types (emails, calls, and chats)
  • Experience and working knowledge of telephony, CRM tools (ZenDesk, SalesForce, etc.) and other mainstream support platforms
  • Strong communication (written and verbal) to all levels within Anaplan
  • Experience of increasing efficiencies and customer satisfaction scores through technical support
  • Experience managing and working within a remote and global environment
  • Ability to create cohesion within teams and foster professional growth and development in each team member
  • Experience with SaaS and other technology companies (A Bonus)
  • Comfortable in a fast-moving and dynamic environment
  • Our Commitment to Diversity and Inclusion Build your job in a place that thrives on diversity, inclusion, and belonging.

    We believe in maintaining a hiring and working experience in which all people are respected and valued, regardless of gender identity or expression, sexual orientation, religion, ethnicity, age, neurodiversity, disability status, citizenship, or any other aspect which makes people unique.

    We hire you for who you are, and we want you to bring your true self to work every day! COVID-19 Protecting the health and safety of our communities, including our employees and of those considering a career at Anaplan, is our highest priority.

    We continue to closely monitor the evolving situation and we appreciate your understanding and flexibility with any related changes to our interviewing process.

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