Job Description
The role involves leading a global customer support team responsible for providing technical assistance, ensuring effective support processes, and maintaining strong customer relationships for Celonis' process mining software. It requires managing support operations, coaching team members, and collaborating across regions to deliver exceptional service.
Key Responsibilities
- Provide remote technical support to global customers and partners for Celonis software.
- Plan, install, and integrate Celonis software for customers.
- Develop and lead a customer support team, ensuring technical expertise and interpersonal skills.
- Conduct performance reviews, coaching, and career development for support team members.
- Manage daily customer support operations, including scheduling, meetings, and process refinement.
- Foster collaboration between support teams and other regions or business units.
- Partner with global peers to ensure consistency in support processes and resource coordination.
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, with 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, with additional ITIL Certificates considered a plus
- Willingness to work on a 24/7 schedule
Benefits & Perks
Compensation/salary range not specified
Work schedule: 24/7
Hybrid working options
Company equity RSUs
Generous PTO
Extensive parental leave
Dedicated volunteer days
Access to gym subsidies
Counseling and well-being programs
Internal mobility and mentorship opportunities
Comprehensive benefits
Ready to Apply?
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