Location
Bangalore | India
Job description
- This role requires the person to be based in Bangalore
- 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
- This will be an Individual contributor role only
The work you ll do:
- Comfortable to work in the capacity of an Individual contributor
- 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
The qualifications you need:
- 7+ years of work experience in a Global Technical Software Support Center or IT customer service industry
- Similar kind of 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 experienceFamiliar with agile project management methodologies
What Celonis can offer you:
- The unique opportunity to work within a new category of technology, Execution Management
- 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 (stock options, retirement plan, generous time off, family leave from day one, and more)
- Mental well-being support (mindfulness tools such as Headspace, virtual events, 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
What Celonis can offer you:
- The unique opportunity to work within a new category of technology, Execution Management
- 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,
- Physical and mental well-being support (subsidized gym membership, access to counselling, virtual events on well-being topics, and more)
- A global and growing team of Celonauts from diverse backgrounds to learn from and work with
Job tags
Salary
