Support Delivery Manager

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