Customer Success Analyst
il y a 3 semaines
Anaplan is a leading organization that enhances connectivity within back-office systems for major corporations, including industry giants. Their innovative platform, equipped with advanced AI capabilities, enables businesses to visualize, strategize, and manage with real-time dynamic links between financial, strategic, and operational frameworks. Become part of a thriving culture committed to generating opportunities for clients, partners, and team members.
We are currently seeking a Customer Success Analyst to join our dedicated HyperCare team. In this role, you will deliver exceptional support to our elite clientele, working closely with customer account teams to ensure their needs are met.
Role Overview: The Customer Success Analyst will interact with clients to guarantee their success, manage support inquiries, and empower users to maximize the platform's potential. This position calls for methodical, innovative, and adaptable individuals who excel in a dynamic environment.
Key Responsibilities:
- Guide clients towards success utilizing best practices.
- Manage multiple client accounts concurrently, prioritizing customer satisfaction.
- Address support requests across global time zones through various communication channels with empathy and promptness.
- Facilitate escalation discussions and ensure comprehensive customer satisfaction.
- Simplify intricate issues for clients and conduct root cause investigations.
- Collaborate with internal teams to ensure client return on investment.
- Mentor fellow team members and contribute to team development.
- Develop help and training resources for Anaplan's online community.
Qualifications:
- Minimum of 3 years' experience in technical troubleshooting within a Software Support environment.
- Proficient in Microsoft Excel and possess strong client-facing communication skills.
- Understanding of data integration and advanced problem-solving capabilities.
- Ability to excel in a fast-paced and dynamic setting.
- Certification in Anaplan Model Building and experience with financial modeling systems are advantageous.
- Familiarity with tools such as Salesforce, Service Now, Grafana, JIRA, Confluence, and Informatica is beneficial.
- Experience in performance testing is a plus.
Commitment to Diversity and Inclusion:
We are dedicated to fostering diversity, inclusion, and belonging, creating a workplace where every individual is respected and valued for their unique contributions. Join us and bring your authentic self to work every day.
Fraud Recruitment Disclaimer:
Be cautious of fraudulent job offers that appear to be from Anaplan. All legitimate communications from Anaplan will originate from a verified email address. If you have any concerns regarding the authenticity of a communication, please reach out to us.
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