Anaplan. As the engine behind back-office system connectivity, you might not recognize our name, but our customers rank among the who's who in the Fortune 50. Coca-Cola, LinkedIn, Adobe, and Bayer are just a few of the 2,000+ companies that rely on our best-in-class platform and its native AI capabilities to see, plan, and lead their businesses. By dynamically connecting financial, strategic, and operational plans in real-time, companies trust Anaplan to give them the power to anticipate change, address complexity, deliver operational insights, increase profits, and stay ahead of their competition.

What unites Anaplanners across teams and geographies is our commitment to our customers' success and our collective motivation to achieve ambitious goals. We champion diversity of thought and ideas, and we behave like leaders irrespective of title. When you work for us, you'll be part of a winning culture that's dedicated to creating opportunities for our customers, partners, and employees. We hope you'll join us. Let's create something incredible together!

Anaplan is seeking an innovative and collaborative Strategic Support Analyst to join our HyperCare team in Paris. As a crucial member of this team, you will report to the Strategic Support Manager and play a vital role in providing premium support to our top-tier customers.

HyperCare Overview: Put simply - it's a premium support service that is available to our top tier customers. You will be responsible for providing proactive and collaborative support to highly invested customers, as well as working closely with the wider organization and customer account teams. This team is customer facing and is crucial to our success.

An Anaplan Strategic Support Analyst draws on skills required for both customer support agents and Anaplan Business Partners. You will proactively engage with a portfolio of Anaplan customers to ensure their continued success. This will involve engaging with support cases, providing premium services, and making customers self-sufficient so that they can use the platform without technical roadblocks. To succeed, you must be methodical, creative, highly motivated, flexible, and able to work in a fast-paced environment.

Your Impact As a Strategic Support Analyst, you will:

• Guide the customer to success using standard methodologies.
• Support multiple customers simultaneously, adhering to SOW's, etc. The ability to multitask in a high-pressure environment is crucial.
• Respond to customer support tickets in global time zones via phone, chat and email with empathy, customer focus and sense of urgency
• Take part in escalation calls and oversee the process from end to end to ensure 100% customer satisfaction.
• Take complex issues and break it down into simple, manageable steps for customers to understand.
• Diagnose problems and perform root cause analysis (log sifting with Grafana,Google big query etc).
• Coordinate and collaborate with other groups within Anaplan to ensure the customer is happy and find ROI with Anaplan
• Be ready to learn, and grow your skills. We are a fast growing company and we are on a steep learning curve
• Train and mentor other members of the wider team to ensure that as a team we are continually providing and providing the best service
• Ability to work outside of regular business hours to support mission critical customers
• Create help and training documentation, as needed, to be included in Anaplan's online community.
• Work with a wide range of people including but not limited to Customer Care, Business Partners, Technical Product Managers, TechOps, Development, and QA teams.

Your Qualifications

• At least 3 years' experience of technical troubleshooting in a Software Support role (SAAS) is a must have.
• Advanced level Microsoft Excel experience
• Excellent and demonstratable client-facing skills to all levels.
• Understanding of data integration (inbound and outbound)
• Problem solving and analytical skills for in depth and high priority technical issues
• Ability to thrive in a loosely structured, dynamic and quick moving environment.
• A self-starter, with a can-do attitude - motivated to provide the best service to our customers but also a collaborator who believes in team work
• Strong analytical and problem-solving skills

Preferred Skills

• 4-year degree in a related field or equivalent experience
• Certification in Anaplan Model Building Level 1, 2 or 3
• 3 years of experience with multi-dimensional financial modeling and business analytics systems such as Anaplan or similar - I.e IBM Cognos, Hyperion, Business Objects, TM1, SAP BPC, etc. or spreadsheets
• Experience with Salesforce or Service Now
• Experience with Grafana
• Experience with JIRA
• Experience with Confluence
• Monitoring and logfile experience
• Knowledge or experience with Informatica
• Performance testing experience

Our Commitment to Diversity and Inclusion

Build your job in a place that thrives on diversity, inclusion, and belonging. We believe in maintaining a hiring and working experience in which all people are respected and valued, regardless of gender identity or expression, sexual orientation, religion, ethnicity, age, neurodiversity, disability status, citizenship, or any other aspect which makes people unique. We hire you for who you are, and we want you to bring your true self to work every day!

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive equitable benefits and all privileges of employment. Please contact us to request accommodation.

Fraud Recruitment Disclaimer:

It has come to our attention that fraudulent and fictitious job opportunities are being circulated on the Internet. Prospective candidates are being contacted by certain individuals, mainly through telephone calls, emails and correspondences, claiming they are representatives of Anaplan. The main purpose of these correspondences and announcement is to obtain privileged information from individuals.

Anaplan does not:

1. Extend offers to candidates without an extensive interview process with a member of our recruitment team and a hiring manager via video or in person.
2. Send job offers via email. All offers are first extended verbally by a member of our internal recruitment team whenever possible, and then followed up via written communication.

All emails from Anaplan would come from an @anaplan.com email address. Should you have any doubts about the authenticity of an email, letter or telephone communication purportedly from, for, or on behalf of Anaplan, please send an email to humanresources@anaplan.com before taking any further action in relation to the correspondence.