Senior 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.

The Team:

Celonis Support Services team operates a 3-Level Support model, which includes a dedicated highly-trained team of Celonis experts located in our Celonis Support Centre.

Our support engineers are familiar with the common challenges organizations face when deploying Celonis software and are able to quickly diagnose and support the questions regarding product-related issues our customers face and provide technical support for Celonis On-Premise and Cloud-based products. You will report directly to the Head of Customer Support and you will be based in Raleigh, USA.

The Role:

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.

The work you’ll do:

• 8+ years of work experience in a Global Technical Software Support Center or IT customer service industry
• 6+ 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
• U.S. citizenship is required in order to be considered for this position
  

The qualifications you need:

• Full responsibility for all Premium Support contract related requirements and renewal of Premium Support contract
• Manage one or more customers from EMEA or US, 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 EMEA or US, participating in 24by7 On-call Duty SDM activities.

Visa sponsorship is not offered for this role.

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). For intern and working student benefits, click here.
• Physical and mental well-being support (subsidized gym membership, access to