Manager, Premium Services & Operations (Customer Care)

Anaplan; London; Hybrid; GBP 55,000 - 90,000

Job description

Manager, Premium Services & Operations (Customer Care)

London, United Kingdom

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!

Are you passionate about delivering exceptional customer support and leading high-performing global teams? We're looking for a Manager, 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, you’ll 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

1. Lead a global team of Premium Support Engineers (EMEA & APAC), ensuring top-tier customer support and high CSAT (9.0+).
2. Support the Customer Care Lead in Japan to ensure consistent service delivery and market growth.
3. Collaborate with the Vendor Manager to optimise third-party L1/L2 support operations.
4. Drive strategic planning and participate in vendor leadership reviews.
5. Lead continuous improvement initiatives across systems, processes, and resource allocation.
6. Own and resolve customer escalations, partnering with Sales and Customer Success to ensure quick, clear resolutions.
7. Analyse KPIs using ServiceNow dashboards and NPS data to drive service enhancements.
8. Oversee ServiceNow development to increase automation and workflow efficiency.
9. Manage the full lifecycle of Premium Support, from design to transition, operation, improvement.

Your Qualifications

1. 5+ years managing SaaS support teams with a strong focus on CSAT and NPS.
2. Proven leadership fostering collaboration, transparency, and accountability.
3. Experience managing third-party vendor support and global teams.
4. Strong communication and stakeholder management skills.
5. Track record of driving continuous improvement initiatives.

Preferred Skills

1. Background in global service management with a customer-centric approach.
2. Strong analytical thinking with the ability to translate insights into action.
3. Comfortable navigating change and aligning teams through transformation.
4. Experience working cross-functionally with Sales, Success, and Product teams.
5. Proficiency with ServiceNow and reporting tools.

Our Commitment to Diversity, Equity, Inclusion and 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.