Strategic Support Analyst
il y a 4 semaines
Anaplan is a leading provider of cloud-based business planning and analytics software. As a Strategic Support Analyst, you will play a vital role in ensuring the success of our top-tier customers by providing premium support and services.
Your Key Responsibilities
- Proactively engage with a portfolio of Anaplan customers to ensure their continued success.
- Manage support cases and provide premium services to make customers self-sufficient with the Anaplan platform.
- Engage with customers across global time zones via phone, chat, and email to resolve support tickets.
- Take part in escalation calls, oversee the process end-to-end, and ensure 100% customer satisfaction.
- Break down complex issues into simple, manageable steps for customer understanding.
- Perform root cause analysis using tools like Splunk and Google BigQuery.
- Coordinate with other groups within Anaplan to ensure customer happiness and ROI.
- Train and mentor team members to maintain high service standards.
- Work outside of regular business hours for mission-critical customer requests.
- Create help and training documentation for Anaplan's online community.
- Collaborate with various teams, including Support Agents, Business Partners, Technical Product Managers, TechOps, Development, and QA.
Your Qualifications
- 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.
- Persistent nature and strong issue follow-through habits.
- Ability to thrive in a dynamic, fast-paced environment.
- Exceptional communication and customer service skills.
- Self-starter with a proactive and enthusiastic work ethic.
Preferred Skills
- 3 years of experience with multi-dimensional financial modeling and business analytics systems (e.g., IBM Cognos, Hyperion, Business Objects, TM1, SAP BPC, etc.).
- Proficiency in Salesforce, Splunk, JIRA, Confluence, Informatica.
- Experience with monitoring and log file analysis.
- Anaplan Model Building Level 3 certification.
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