Location
Bangalore | India
Job description
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 eg 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 experience
- Familiar with agile project management methodologies
Job tags
Salary