Job Description
At Celonis, we believe our people make us who we are and that “The Best Team Wins”.
Key Responsibilities
- Full responsibility for all Premier and Premier+ Support contract related requirements and renewal of Premier and Premier+ Support contract
- Manage one or more customers from JP/APAC, who have purchased e.g. Premier and Premier+ 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 Premier and Premier+ 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 JP/APAC region, participating in 24by7 On-call Duty SDM activities.
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