Customer Support Delivery Manager

Celonis Raleigh , NC 27611

Posted 3 weeks ago

Customer Support Delivery Manager

Are you ready for a new challenge?

Celonis is the leader in business transformation software, turning process insights into action with The Celonis Intelligent Business Cloud, built on the process mining technology it pioneered. For Global 2000 companies, transforming to an intelligent enterprise has become a key strategic priority. Celonis disrupted what had previously been a manual, time-consuming and expensive consulting-driven approach to jump-start and operationalize change in transformation initiatives. Companies around the world including Siemens, L'Oreal, Uber, 3M, Lufthansa and Vodafone rely on Celonis technology to guide action and drive change to business processes, resulting in millions of dollars saved and an improved experience for their customers. Headquartered in Munich, Germany and New York, New York, Celonis has grown 5,000% in 4 years and 300% in the past year.

In 2019, Celonis reached a $2.5 billion valuation, after receiving a $290 million Series C funding round. Since opening its US headquarters in New York in September 2016 it has quickly added blue chip customers like Lockheed Martin, ExxonMobil, Honeywell, and Mars to its client roster. The US is the fastest growing region for Celonis and will soon exceed 50% of its total revenue. In addition to its offices in the UK, Netherlands, and Japan, Celonis is expanding US offices in New York, San Francisco, Raleigh, Ann Arbor, as well as Latin America.

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.

Interested? Read on!

You:

  • 3+ years of work experience in a Global Technical Software Support Center or IT customer service industry

  • 3+ 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, who have purchased 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

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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Customer Support Delivery Manager

Celonis