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Strategic Support Analyst
Il y a 2 mois
Anaplan is a leading provider of cloud-based business planning and analytics solutions. Our platform empowers organizations to make data-driven decisions and drive business success.
Job SummaryWe are seeking a highly skilled Strategic Support Analyst to join our HyperCare team in Paris. As a key member of this team, you will provide premium support to our top-tier customers, ensuring their continued success with the Anaplan platform.
Your Responsibilities- Proactively engage with a portfolio of Anaplan customers to identify and address potential issues.
- Manage support cases and provide expert guidance to make customers self-sufficient with the Anaplan platform.
- Collaborate with customers across global time zones to resolve support tickets and ensure 100% customer satisfaction.
- Participate in escalation calls and oversee the process end-to-end to ensure timely resolution.
- Develop and maintain in-depth knowledge of the Anaplan platform and its applications.
- Train and mentor team members to maintain high service standards.
- Work outside of regular business hours for mission-critical customer requests.
- Proven ability to guide customers to success using standard methodologies.
- Experience supporting multiple customers simultaneously in a high-pressure environment.
- 1+ years of experience with the Anaplan platform or equivalent expertise.
- Bachelor's degree in a related field or equivalent experience.
- Advanced Microsoft Excel skills.
- Excellent client-facing skills with a successful track record in engagement management.
- Strong analytical and problem-solving skills.
- Experience with data integration (inbound and outbound) is a plus.
- At least 3 years of demonstrable technical troubleshooting experience.
- 3 years of experience with multi-dimensional financial modeling and business analytics systems.
- Proficiency in Salesforce, Splunk, JIRA, Confluence, Informatica.
- Experience with monitoring and log file analysis.
- Anaplan Model Building Level 3 certification.
We are looking for a highly motivated and experienced Strategic Support Analyst who is passionate about delivering exceptional customer service and support. If you have a strong background in business analytics and a proven track record of success in a similar role, we encourage you to apply.
We offer a dynamic and supportive work environment, competitive compensation and benefits, and opportunities for professional growth and development.
