Customer Support Delivery Manager

We're Celonis, the global leader in Process Mining technology and one of the world's fastest-growing SaaS firms. We believe there is a massive opportunity to unlock productivity by placing data and intelligence at the core of business processes - and for that, we need you to join us.

At Celonis, we believe that every company can unlock their full execution capacity - and for that we need you as a Customer Support Delivery Manager!

As a Customer Support Delivery Manager, you will be responsible for the renewal of Premium Support contracts and all related services. In this role, you will manage one or more customers, who have purchased our Premium Support to review and drive the business. You will also be their point of escalation and ensure a regular cadence of meetings with them. Furthermore, you will assure SLA adherence on KPIs agreed in the Premium Support contract and support OLAs. As a Support Delivery Manager, you will ensure a phenomenal Customer and Partner Experience (CSAT) for support incidents. This will foster a strong partnership between the different Celonis Support teams and stakeholders in other regions and Celonis Lines of Businesses. Apart from this you will partner with regional and global peers at Celonis to ensure consistency and follow-through for global processes and coordination of resources.

You:

• 8+ years of work experience in a Global Technical Software Support Center or IT customer service industry
• 8+ years in a customer facing support role
• Proven track record for operational or delivery excellence in a similar, outlining positive impact on Customer experience
• Proven leadership skills within a customer support organization.
• Strong analytical skills and technical writing skills; excellent communicator who can disseminate and articulate highly technical information in a clear manner to both business, technical, and non-technical audiences.
• Ability to work calmly and decisively under pressure by triaging and prioritizing multiple crisis situations in an efficient manner
• Proven flexibility and ability to adapt to ambiguous and fast changing situations
• Ability to identify inefficient processes/procedures and ultimately have a clear understanding of how to improve them through documented strategies
• ITIL foundation certification, any additional experience and knowledge of ITIL Best Practice Methodology is an advantage
• Quality management experience
• Familiar with agile project management methodologies

Responsibilities:

• Full responsibility for all Premium Support contract related requirements and renewal of Premium Support contract
• Manage one or more customers from JAPAN, who have purchased e.g. Premium Support
• Ensure a regular cadence of meetings with customer to review and drive the business
• Point of escalation for the customer
• Assure SLA adherence on KPIs agreed in the Premium Support contract and Support OLAs
• Customer and Partner Experience (CSAT) for Support Incidents
• Foster a strong partnership between the different Celonis Support teams and stakeholders in other regions and Celonis Lines of Businesses
• Partner with regional and global peers at Celonis to ensure consistency and follow-through for global processes and coordination of resources
• Work during Business hours of assigned customers from JAPAN

We...

• ... see people as the fundamental pillar of our success. Therefore, we invest into the personal growth and skill development of each individual alongside with the strength finder test
• … offer attractive compensation models (best-in-class salary, stock option packages, employee referral bonus, family service, flexible working hours, …)
• ... are visionary and one of the fastest growing Software-Unicorns in the world
• … are experts in the field of Process Mining - the new Celonis Execution Management System provides a set of instruments and applications: the EMS offerings help companies manage every facet of execution management from analytics, to strategy and planning, management, actions and automations
• ... distinguish ourselves through a unique combination of innovative start-up atmosphere paired with great professionalism and self-responsible work

Celonis is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Differences make us better. Have a look at our Diversity statement.

What Celonis can offer you:

• The unique opportunity to work with industry-leading process mining technology
• Investment in your personal growth and skill development (clear career paths, internal mobility opportunities, L&D platform, mentorships, and more)
• Great compensation and benefits packages (equity (restricted stock units), life insurance, time off, generous leave for new parents from day one, and more)
• Physical and mental well-being support (subsidized gym membership, access to counseling, virtual events on well-being topics, and more)
• A global and growing team of Celonauts from diverse backgrounds to learn from and work with
• An open-minded culture with innovative, autonomous teams
• Business Resource Groups to help you feel connected, valued and seen (Black@Celonis, Women@Celonis, Parents@Celonis, Pride@Celonis, Resilience@Celonis, and more)
• A clear set of company values that guide everything we do: Live for Customer Value, The Best Team Wins, We Own It, and Earth Is Our Future

About Us

Since 2011, Celonis has helped thousands of the world's largest and most valued companies deliver immediate cash impact, radically improve customer experience and reduce carbon emissions. Its Process Intelligence platform uses industry-leading process mining technology and AI to present companies with a living digital twin of their end-to-end processes. For the first time, everyone in an organisation has a common language about how the business works, visibility into where value is hidden and the ability to capture it. Celonis is headquartered in Munich (Germany) and New York (USA) and has more than 20 offices worldwide.

Join us as we make processes work for people, companies and the planet.

Celonis is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Different makes us better.

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