Celonis Logo

Celonis

Senior Customer Support Delivery Manager

Job Posted 12 Days Ago Reposted 12 Days Ago
Hybrid
Raleigh, NC
Senior level
Hybrid
Raleigh, NC
Senior level
Manage Premium Support contracts, ensuring customer satisfaction and SLA adherence while collaborating with internal teams for process improvement.
The summary above was generated by AI

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:

  • Pioneer Innovation: Work with the leading, award-winning process mining technology, shaping the future of business.
  • Accelerate Your Growth: Benefit from clear career paths, internal mobility, a dedicated learning program, and mentorship opportunities.
  • Receive Exceptional Benefits: Including generous PTO, hybrid working options, company equity (RSUs), comprehensive benefits, extensive parental leave, dedicated volunteer days, and much more. Interns and working students explore your benefits here.
  • Prioritize Your Well-being: Access to resources such as gym subsidies, counseling, and well-being programs.
  • Connect and Belong: Find community and support through dedicated inclusion and belonging programs.
  • Make Meaningful Impact: Be part of a company driven by strong values that guide everything we do: Live for Customer Value, The Best Team Wins, We Own It, and Earth Is Our Future.
  • Collaborate Globally: Join a dynamic, international team of talented individuals.
  • Empowered Environment: Contribute your ideas in an open culture with autonomous teams.

About Us:

Celonis makes processes work for people, companies and the planet. The Celonis Process Intelligence Platform uses industry-leading process mining and AI technology and augments it with business context to give customers a living digital twin of their business operation. It’s system-agnostic and without bias, and provides everyone with a common language for understanding and improving businesses. Celonis enables its customers to continuously realize significant value across the top, bottom, and green line. Celonis is headquartered in Munich, Germany, and New York City, USA, with more than 20 offices worldwide.

Get familiar with the Celonis Process Intelligence Platform by watching this video.

Celonis Inclusion Statement:

At Celonis, we believe our people make us who we are and that “The Best Team Wins”. We know that the best teams are made up of people who bring different perspectives to the table. And when everyone feels included, able to speak up and knows their voice is heard - that's when creativity and innovation happen.

Your Privacy:

Any information you submit to Celonis as part of your application will be processed in accordance with Celonis’ Accessibility and Candidate Notices

By submitting this application, you confirm that you agree to the storing and processing of your personal data by Celonis as described in our Privacy Notice for the Application and Hiring Process.

Please be aware of common job offer scams, impersonators and frauds. Learn more here.

Top Skills

Agile Project Management
Itil
Process Mining

Similar Jobs at Celonis

Yesterday
Hybrid
Raleigh, NC, USA
Senior level
Senior level
Big Data • Information Technology • Productivity • Software • Analytics • Business Intelligence • Consulting
The Sales Director leads revenue growth, manages a sales team, and fosters relationships with enterprise clients to drive success and accountability while achieving sales targets.
Top Skills: CRM
2 Days Ago
Remote or Hybrid
North Carolina, USA
Senior level
Senior level
Big Data • Information Technology • Productivity • Software • Analytics • Business Intelligence • Consulting
Drive new logo acquisition and expand existing accounts in the Banking sector by managing the entire sales cycle and engaging with C-level stakeholders.
Top Skills: AnalyticsBiErpProcess MiningSaaS
3 Days Ago
Remote or Hybrid
North Carolina, USA
Senior level
Senior level
Big Data • Information Technology • Productivity • Software • Analytics • Business Intelligence • Consulting
The Account Executive will acquire new enterprise accounts in High Tech Manufacturing, managing the sales cycle and building relationships with C-level executives. They will deliver tailored solutions and showcase value through demos and presentations, collaborating with internal teams and partners.
Top Skills: AnalyticsBiErpSaaS

What you need to know about the Seattle Tech Scene

Home to tech titans like Microsoft and Amazon, Seattle punches far above its weight in innovation. But its surrounding mountains, sprinkled with world-famous hiking trails and climbing routes, make the city a destination for outdoorsy types as well. Established as a logging town before shifting to shipbuilding and logistics, the Emerald City is now known for its contributions to aerospace, software, biotech and cloud computing. And its status as a thriving tech ecosystem is attracting out-of-town companies looking to establish new tech and engineering hubs.

Key Facts About Seattle Tech

  • Number of Tech Workers: 287,000; 13% of overall workforce (2024 CompTIA survey)
  • Major Tech Employers: Amazon, Microsoft, Meta, Google
  • Key Industries: Artificial intelligence, cloud computing, software, biotechnology, game development
  • Funding Landscape: $3.1 billion in venture capital funding in 2024 (Pitchbook)
  • Notable Investors: Madrona, Fuse, Tola, Maveron
  • Research Centers and Universities: University of Washington, Seattle University, Seattle Pacific University, Allen Institute for Brain Science, Bill & Melinda Gates Foundation, Seattle Children’s Research Institute
By clicking Apply you agree to share your profile information with the hiring company.

Sign up now Access later

Create Free Account

Please log in or sign up to report this job.

Create Free Account