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8 Celonis Jobs

Support Delivery Manager

3-7 years

Bangalore / Bengaluru

1 vacancy

Support Delivery Manager

Celonis

posted 1y ago

Job Description

  • 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 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

Employment Type: Full Time, Permanent

Functional Areas: Other

Read full job description

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What people at Celonis are saying

What Celonis employees are saying about work life

based on 7 employees
50%
100%
33%
100%
Flexible timing
Monday to Friday
International travel
Day Shift
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Celonis Benefits

Free Transport
Child care
Gymnasium
Cafeteria
Work From Home
Free Food +6 more
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