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Product Support Analyst

Minneapolis, United States

 

Working at Anaplan

At Anaplan we believe in hard work, having fun and bringing excellence to everything we do. When you walk through our doors, you feel it. You hear the buzz, you see the focus and excitement. Anaplan has reinvented the foundation of enterprise modeling and planning so that companies can move fast!

Product Support Analyst

Minneapolis | United States

ABOUT ANAPLAN

Sure, we are leading innovation in Enterprise Planning Management software. Yes, our product is arguably the most sophisticated one in its class. But our product alone does not make heroes of our customers. Our Support team does.

Product Support Analyst

Location: Minneapolis office

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. The Product Support Analyst will become an expert in the Anaplan platform and will 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 Anaplan Platform, so knowledge of multi-dimensional financial modeling, business analytics, and GREAT customer service skills and attitude is a must. The Product Support Analyst will also assist in creating product documentation to be included in our online Community and online help.  

CORE RESPONSIBILITIES

  • Answer customer support requests and escalate them as needed
  • Collaborate with other departments within Anaplan to find resolutions to support issues
  • Work on a rotating after-hours and weekend schedules to support enterprise customers 
  • Work on a 10 hour day x 4 days a week schedule (1am - 11am)
  • Assist with reporting on customer support statistics
  • Create product documentation to be included in Anaplan’s online Community

REQUIREMENTS

  • Excel expertise
  • Strong skills and experience working with a multi-dimensional financial modeling tool such as IBM Cognos Planning, TM1, Hyperion or SAP BPC preferred
  • 4 year degree in Finance, Accounting or MIS or equivalent 
  • Strong analytical and problem solving skill set
  • A passion for business analytics, modeling and planning
  • Aptitude for quickly ramping up on new technology
  • Excellent communication and customer service skills
  • The desire to work with a truly dynamic and exciting team 

Anaplan is the planning cloud for Sales, Finance, Operations, and HR. We built our platform from the ground up to empower you to plan, collaborate, and act—in real time. Anaplan enables you to deploy easy-to-use applications to solve complex planning challenges across your organization. Stay ahead of critical business events, rapidly model potential impacts, and course correct on the fly. Anaplan is a privately held company, headquartered in San Francisco, CA with global offices on four continents. To learn more, visit anaplan.com. Follow us on twitter: @anaplan 

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About Anaplan:

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.

 

With 20 offices worldwide, we’re building products used by over 850 customers that include some of the world’s largest brands and fast-growing companies in every industry, and we’re just getting started.

 

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