Strategic Support Analyst

<div class="content-intro"><p>At Anaplan, we are a team of innovators focused on optimizing business decision-making through our leading AI-infused scenario planning and analysis platform so our customers can outpace their competition and the market.</p> <p>What unites Anaplanners across teams and geographies is our collective commitment to our customers’ success and to our Winning Culture.</p> <p style="padding-left: 40px;">Our customers rank among the who’s who in the Fortune 50. Coca-Cola, LinkedIn, Adobe, LVMH and Bayer are just a few of the 2,400+ global companies who rely on our best-in-class platform.</p> <p style="padding-left: 40px;">Our Winning Culture is the engine that drives our teams of innovators. We champion diversity of thought and ideas, we behave like leaders regardless of title, we are committed to achieving ambitious goals, and we love celebrating<em> </em>our wins – big and small.</p> <p>Supported by operating principles of being strategy-led, <a href="https://www.anaplan.com/careers/">values</a>-based and disciplined in execution, you’ll be inspired, connected, developed and rewarded here. Everything that makes you unique is welcome; join us and let’s build what’s next - together!</p></div><div> <div> <div> <div> <div> <div>Anaplan is looking for an innovative and collaborative <strong>Strategic Support Analyst </strong>to join <strong>our HyperCare team </strong><br>This position will report to the Associate Manager, Premium Services.<br><strong>Come see for yourself what an exciting place to work looks like.</strong><br><strong>HyperCare and Premium Services Overview</strong><br>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. As we develop new premium support services, the HyperCare team will also be involved in delivering those new offerings. <em>This team is customer facing and is crucial to our success. </em><br><strong>Insight on Your Impact </strong><br>An Anaplan <strong>Strategic Support Analyst</strong> 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.<br>As we grow the premium support offerings for our customers, the job of a HyperCare Analyst will include being part of a<br><strong>Your qualifications, your influence </strong></div> <ul> <li>Guide the customer to success using standard methodologies.</li> <li>Support multiple customers simultaneously, adhering to SOW’s, etc. The ability to multitask in a high-pressure environment is crucial.</li> <li>Respond to customer support tickets in global time zones via phone, chat and email with empathy, customer focus and sense of urgency</li> <li>Take part in escalation calls and oversee the process from end to end to ensure 100% customer satisfaction.</li> <li>Take complex issues and break it down into simple, manageable steps for customers to understand.</li> <li>Diagnose problems and perform root cause analysis (log sifting with Grafana, Google Big Query etc).</li> <li>Coordinate and collaborate with other groups within Anaplan to ensure the customer is happy and find ROI with Anaplan</li> <li>Be ready to learn and grow your skills. We are a fast-growing company, and we are on a steep learning curve</li> <li>Train and mentor other members of the wider team to ensure that as a team we are continually providing and providing the best service</li> <li>Ability to work outside of regular business hou ... (truncated, view full listing at source)