Strategic Support Analyst

il y a 4 semaines


Paris, Île-de-France Anaplan Temps plein

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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