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Senior Support Delivery Manager

2 months ago

Bengaluru, India Celonis Full time
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 Execution Management System products. You will report directly to the Team Lead Customer Support and you will be based in Bangalore, India.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:Full responsibility for all Premium Support contract related requirements and renewal of Premium Support contractManage one or more customers from EMEA or US, who have purchased e.g. Premium SupportEnsure a regular cadence of meetings with customer to review and drive the businessPoint of escalation for the customerAssure SLA adherence on KPIs agreed in the Premium Support contract and Support OLAsCustomer and Partner Experience (CSAT) for Support IncidentsFoster a strong partnership between the different Celonis Support teams and stakeholders in other regions and Celonis Lines of BusinessesPartner with regional and global peers at Celonis to ensure consistency and follow-through for global processes and coordination of resourcesWork during Business hours of assigned customers from EMEA or USThe qualifications you need:8+ years of work experience in a Global Technical Software Support Center or IT customer service industry8+ years in a customer facing support roleProven track record for operational or delivery excellence in a similar, outlining positive impact on Customer experienceProven 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 mannerProven flexibility and ability to adapt to ambiguous and fast changing situationsAbility to identify inefficient processes/procedures and ultimately have a clear understanding of how to improve them through documented strategiesITIL foundation certification, any additional experience and knowledge of ITIL Best Practice Methodology is an advantageQuality management experienceFamiliar with agile project management methodologiesWhat Celonis can offer you:The unique opportunity to work with industry-leading process mining technologyInvestment 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 .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 withAn open-minded culture with innovative, autonomous teamsBusiness Resource Groups to help you feel connected, valued and seen ( , , , , , and more)A clear set of that guide everything we do: Live for Customer Value, The Best Team Wins, We Own It, and Earth Is Our FutureAbout UsSince 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.Get familiar with the Celonis Process Intelligence Platform by watching this .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. .