Product Support Analyst (3rd shift) at Anaplan
Minneapolis, MN, US

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. Anaplan is looking to hire a PRODUCT SUPPORT ANALYST, based in MINNEAPOLIS

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.  

What you'll be doing:

  • 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

More about you:

  • 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 

What we offer:

  • A rewarding, progressive career with a company that values diversity, flexibility and understands the need for a good work/life balance.
  • Market-leading salaries combined with generous bonuses, equity and a range of comprehensive benefits.
  • Regular agile meetups, events and hackathons (both attending and hosting!)
  • Flexible working, catered lunches, a fully stocked kitchen and plenty of parties & events
  • A range of sports, health and wellbeing initiatives
  • 3 days of paid leave every year to help support the charity or cause of your choice.
  • The chance to contribute and evolve a company with a valuation over $1.4 billion

This role is an immediate full-time position. If you’re ready to roll up your sleeves and tackle unique problems that no one is solving in the tech space yet, keep reading.

Do you align with Anaplan’s Values?

Collaborative: We go out of our way to help others succeed

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About Anaplan

We’re building a truly unique technology. From our calculation engine and in-memory data store, to apps and predictive analytics; amazing technology is being developed every day.

We’re addressing a $100B/year problem that all global businesses face. Our mission is to break the traditional business planning mold, currently performed through spreadsheets or legacy systems. Anaplan’s Connected Planning platform is enabling customers to improve decision-making by turning response time into real time.

 With 900+ customers and 175+ partners globally, Anaplan’s platform is solving some of the most complex challenges in business. CEOs, analysts, and the press agree—Anaplan is changing the way the world does business.

 Learn about our history, see our recognitions and achievements, and take a look at what it’s like to work at Anaplan.

 Get to know more about working at Anaplan by checking out our social channels.