Product Support Analyst @ Anaplan

Product Support Analyst

Posted on 3/6/2023

INACTIVE

Locations

London, UK

Experience Level

Entry

Junior

Mid

Senior

Expert

Desired Skills

Customer Service

Business Analytics

SAP Products

Responsibilities

Answer customer support requests and escalate them as needed and handle customer situations, providing focused support on escalated issues
Foster positive relationships with Customer Success to holistically address customer issues and provide additional insights from a customer perspective to the Customer Care organisation
Assist with reporting on customer support statistics
Create product documentation to be included in Anaplan's online Community
Responsible complex issues requiring intense focus or issues for customers in sensitive situations
Coordinate with other departments within Anaplan to find resolutions to support issues
Mentor other Product Support Analysts to improve Anaplan platform knowledge, customer facing skills
Be the escalation point for the team when they have assisted a customer as far as they are able

Desired Qualifications

Solid skills and experience working with multi-dimensional business modelling tools such as IBM Cognos Planning, TM1, Hyperion or SAP BPC
Experience with data integrations and related technologies, including data structures, ETL, RDBMS, data warehouses and data marts
Solid grasp of security protocols and authentication methods
Degree in Computer Science, Math, Finance, or Engineering is great to have

Here at Anaplan, we have reinvented how companies see, plan, and run their businesses. Our platform allows our customers to uncover new insights, connect their strategy to their plans, and work in ways they had not previously thought possible. We’re growing fast, constantly innovating, and couldn’t be prouder to help our customers move forward with confidence in a sophisticated and changing world.

We are looking for forward-thinking people who put customer experience at the forefront of every decision. Individuals who thrive on challenges and are ready to grasp the opportunity of a lifetime. Because we fundamentally believe every colleague brings outstanding value to our whole. We are a workplace where each person feels seen, heard, and valued, and can contribute their unique talent to our collective effort. We believe that for ourselves and for our customers.

As a Product Support Analyst, you will have the opportunity to be part of a revolutionary team, delivering best in class SaaS Customer Care and providing product and technical support to our worldwide customer base. You will become an expert in the Anaplan platform and own support requests from Anaplan customers from a variety of sources including email, live chat and our ticketing system.

This will involve helping customers use the Platform, so knowledge of multi-dimensional financial modeling, business analytics, and outstanding customer service skills is a must.

At Anaplan, we’re relentlessly passionate about improving the way companies and people do business by empowering them with the technology, insights, and confidence they need to make better-informed plans and decisions.

Your Impact

Answer customer support requests and escalate them as needed and handle customer situations, providing focused support on escalated issues.
Foster positive relationships with Customer Success to holistically address customer issues and provide additional insights from a customer perspective to the Customer Care organisation.
Assist with reporting on customer support statistics
Create product documentation to be included in Anaplan’s online Community
Responsible complex issues requiring intense focus or issues for customers in sensitive situations
Coordinate with other departments within Anaplan to find resolutions to support issues
Mentor other Product Support Analysts to improve Anaplan platform knowledge, customer facing skills
Be the escalation point for the team when they have assisted a customer as far as they are able

Preferred Skills

Solid skills and experience working with multi-dimensional business modelling tools such as IBM Cognos Planning, TM1, Hyperion or SAP BPC
Experience with data integrations and related technologies, including data structures, ETL, RDBMS, data warehouses and data marts
Solid grasp of security protocols and authentication methods
Degree in Computer Science, Math, Finance, or Engineering is great to have

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.

1,001-5,000 employees

Website

Connected planning platform

Company Overview

Anaplan is transforming how enterprises across industries see, plan, and drive business performance. Anaplan customers gain digital-led agility to rapidly pivot strategies, redeploy resources, and optimize plans for growth, efficiency, demand, and profitability. Anaplan's mission is to equip teams to overcome obstacles and seize opportunities ahead of competitors.

Benefits

Insurance, Health & Wellness- Accidental death and dismemberment (AD&D) Insurance, Dental Insurance, Disability Insurance, Health Insurance, Vision Insurance, Life Insurance, Health Savings Account (HSA), Maternity & Paternity Leave, Unlimited PTO, Gym Discount, Sick Time
Financial & Retirement - 401k 50% match on the first 3% of base salary, Employee Stock Purchase Program (ESPP), Flexible Spending Account (FSA), Roth 401k
Home - Bereavement Leave, Fertility Assistance, Immigration Assistance, Relocation Bonus, Remote Work

Company Core Values

Open
Authentic
Inclusive
Collaborative
Creative
Tenacious
Start with Our Customers
Think Big and Act Bold
Win with Speed and Innovation
Act Like Owners