Manager Premium Services Operations Customer Care

At Anaplan we are a team of innovators who are focused on optimizing business decisionmaking 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 whos who in the Fortune 50. CocaCola LinkedIn Adobe LVMH and Bayer are just a few of the 2400 global companies that rely on our bestinclass 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 strategyled valuesbased and disciplined in youll be inspired connected developed and rewarded here. Everything that makes you unique is welcome; join us and be your best self!

Are you passionate about delivering exceptional customer support and leading highperforming global teams Were looking for aManager Premium Services & Operations to join us in our London office (hybrid) reporting to the Senior Manager Customer Care and Premium Services. In this pivotal role youll drive operational excellence across Premium Support and L1/L2 teams leading a global support organisation enhancing the customer experience and driving recurring revenue through outstanding service delivery.

Your Impact

• Lead a global team of Premium Support Engineers (EMEA & APAC) ensuring toptier customer support and high CSAT 9.0.

• Support the Customer Care Lead in Japan to ensure consistent service delivery and market growth.

• Collaborate with the Vendor Manager to optimise thirdparty L1/L2 support operations.

• Drive strategic planning and participate in vendor leadership reviews.

• Lead continuous improvement initiatives across systems processes and resource allocation.

• Own and resolve customer escalations partnering with Sales and Customer Success to ensure quick clear resolutions.

• Analyse KPIs using ServiceNow dashboards and NPS data to drive service enhancements.

• Oversee ServiceNow development to increase automation and workflow efficiency.

• Manage the full lifecycle of Premium Support from design to transition operation improvement.

Your Qualifications

• 5 years managing SaaS support teams with a strong focus on CSAT and NPS.

• Proven leadership fostering collaboration transparency and accountability.

• Experience managing thirdparty vendor support and global teams.

• Strong communication and stakeholder management skills.

• Track record of driving continuous improvement initiatives.

Preferred Skills

• Background in global service management with a customercentric approach.

• Strong analytical thinking with the ability to translate insights into action.

• Comfortable navigating change and aligning teams through transformation.

• Experience working crossfunctionally with Sales Success and Product teams.

• Proficiency with ServiceNow and reporting tools.

Our Commitment to Diversity Equity Inclusionand Belonging

Build your career in a place that thrives on diversity equity inclusion and belonging. We believe in a hiring and working environment where 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 authentic self to work every day!

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process perform essential job functions and receive equitable benefits and all privileges of employment. Please contact us to request accommodation.

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It has come to our attention that fraudulent and fictitious job opportunities are being circulated on the Internet. Prospective candidates are being contacted by certain individuals mainly through telephone calls emails and correspondence claiming they are representatives of Anaplan. The main purpose of these correspondences and announcements is to obtain privileged information from individuals.

Anaplan does not:

• Extend offers to candidates without an extensive interview process with a member of our recruitment team and a hiring manager via video or in person.
• Send job offers via email. All offers are first extended verbally by a member of our internal recruitment team whenever possible and then followed up via written communication.

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