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
Requirements :
8+ years of work experience in a Global Technical Software Support Center or IT customer service industry
8+ 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