Job Description

Anaplan is seeking an innovative and collaborative Strategic Support Analyst to join their HyperCare team in Minneapolis. This role involves providing proactive and collaborative support to top-tier customers, working closely with the wider organization and customer account teams to ensure their continued success.

Responsibilities

• Guide customers to success using standard methodologies
• Support multiple customers simultaneously, adhering to SOW’s
• Respond to customer support tickets via phone, chat and email
• Participate in escalation calls and oversee the process
• Break down complex issues into simple steps
• Diagnose problems and perform root cause analysis
• Coordinate and collaborate with other groups within Anaplan
• Train and mentor other members of the wider team
• Work outside of regular business hours to support mission critical customers
• Create help and training documentation
• Work with a wide range of people including but not limited to Customer Care, Business Partners, Technical Product Managers, TechOps, Development, and QA teams

Requirements

• 3+ years’ experience of technical troubleshooting in a Software Support role (SaaS)
• Advanced Microsoft Excel experience
• Excellent client-facing skills
• Understanding of data integrations
• Problem solving and analytical skills
• Ability to thrive in a loosely structured, dynamic and quick moving environment
• A self-starter, with a can-do attitude
• Strong analytical and problem-solving skills

Benefits

• No benefits