Strategic Support Analyst

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.

What unites Anaplanners across teams and geographies is our collective commitment to our customers’ success and to our Winning Culture.

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.

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 our wins – big and small.

Supported by operating principles of being strategy-led, values-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!

Anaplan is looking for an innovative and collaborative Strategic Support Analyst to join our HyperCare team
This position will report to the Associate Manager, Premium Services.
Come see for yourself what an exciting place to work looks like.
HyperCare and Premium Services 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. As we develop new premium support services, the HyperCare team will also be involved in delivering those new offerings. This team is customer facing and is crucial to our success.
Insight on Your Impact
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.
As we grow the premium support offerings for our customers, the job of a HyperCare Analyst will include being part of a
Your qualifications, your influence

• 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.

Required Skills and Technical Familiarity

• 3+ years’ experience of technical troubleshooting in a Software Support role (SaaS) is desired.

• Advanced Microsoft Excel experience

• Excellent and demonstratable client-facing skills

• Understanding of data integrations (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 teamwork

• Strong analytical and problem-solving skills

Great to have

• 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 ServiceNow

• Experience with Grafana or similar tools

• Experience with JIRA

• Experience with Confluence

• Monitoring and logfile experience

• Knowledge or experience with Informatica

• Performance testing experience

Our Commitment to Diversity, Equity, Inclusion and Belonging (DEIB)

We believe attracting and retaining the best talent and fostering an inclusive culture strengthens our business. DEIB improves our workforce, enhances trust with our partners and customers, and drives business success. Build your career in a place where diversity, equity, inclusion and belonging aren’t just words on paper – this is what drives our innovation, it’s how we connect, and it contributes to what makes us a market leader. We believe in a hiring and working environment where 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 authentic 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 correspondence, claiming they are representatives of Anaplan. The main purpose of these correspondences and announcements is to obtain privileged information from individuals.  

Anaplan does not: 

• 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.  

• 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 [email protected] before taking any further action in relation to the correspondence.