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Strategic Support Analyst
Il y a 2 mois
About Anaplan
Anaplan is a leading provider of cloud-based business planning and analytics software. Our platform enables companies to connect financial, strategic, and operational plans in real-time, providing unparalleled visibility and insights to drive business success.
Job Summary
We are seeking a highly skilled and experienced Strategic Support Analyst to join our HyperCare team in Paris. As a key member of this team, you will be responsible for providing premium support to our top-tier customers, ensuring their continued success and satisfaction with our platform.
Your Key Responsibilities
- Proactively engage with a portfolio of Anaplan customers to identify and address potential issues before they become major problems.
- Manage support cases and provide expert guidance to customers to ensure they achieve maximum value from our platform.
- Collaborate with cross-functional teams, including Support Agents, Business Partners, Technical Product Managers, TechOps, Development, and QA, to resolve complex issues and deliver exceptional customer experiences.
- Develop and maintain in-depth knowledge of our platform, including its features, functionality, and best practices.
- Train and mentor team members to maintain high service standards and ensure consistent delivery of exceptional customer experiences.
- Work outside of regular business hours to support mission-critical customer requests and ensure 24/7 support coverage.
- Contribute to the development of knowledge base articles, training materials, and other resources to support customer success.
Your Qualifications
- Proven experience in providing premium support to customers in a high-pressure environment.
- Advanced knowledge of business planning and analytics software, including Anaplan.
- Excellent analytical and problem-solving skills, with the ability to break down complex issues into manageable steps.
- Strong communication and interpersonal skills, with the ability to engage with customers and stakeholders at all levels.
- Ability to work independently and as part of a team, with a strong focus on collaboration and customer satisfaction.
- Experience with data integration, business analytics, and financial modeling is a plus.
Preferred Qualifications
- 3+ years of experience in a similar role, with a strong track record of delivering exceptional customer experiences.
- Advanced knowledge of Salesforce, Splunk, JIRA, Confluence, and Informatica.
- Experience with monitoring and log file analysis.
- Anaplan Model Building Level 3 certification.
