Job Description
A leadership role overseeing global technical customer support for Celonis' process mining software, responsible for managing support operations, developing team capabilities, and ensuring high-quality service delivery to customers and partners worldwide.
Key Responsibilities
- Lead and develop the Customer Support team to ensure effective support for global customers and partners.
- Manage all aspects of customer support delivery, including daily operations, scheduling, and process refinement.
- Coordinate with regional and global teams to ensure consistency and effective resource management.
- Oversee the planning, installation, and integration of the company's software for customers.
- Develop performance metrics, conduct reviews, and provide coaching to team members.
- Handle high-pressure situations and manage escalations to resolution.
- Build strong partnerships with other support teams and stakeholders across regions and business units.
Requirements
- Bachelor's or Master's degree in computer science, IT, engineering, management, or business
- At least 5 years of experience leading and developing Customer Support teams in a global and innovative environment, ideally in startup environments
- Strong customer focus and service mindset
- Excellent communication and interpersonal skills
- Ability to set individual goals and targets for the team and communicate the strategy, tactics, and behaviors required to achieve those goals
- Proven flexibility and ability to adapt to ambiguous and fast-changing situations
- Ability to manage high-pressure situations and drive escalations to resolution
- Proven experience in international customer handling and management
- ITIL Foundation Certification
Benefits & Perks
Compensation/salary range not specified
Work schedule: 24/7
Work environment perks: hybrid working options, company equity RSUs, comprehensive benefits, extensive parental leave, dedicated volunteer days, gym subsidies, counseling, well-being programs, community and support through inclusion and belonging programs, open culture with autonomous teams
Additional benefits: clear career paths, internal mobility, dedicated learning program, mentorship opportunities, recognition of strong company values, opportunity to work with leading process mining technology, global collaboration, empowered environment to contribute ideas
Ready to Apply?
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