Manager Customer Support

Summary

Join Celonis' 3rd Level Support Team as a leader, enabling Customer Support Engineers' success by fostering a collaborative, customer-centric environment. Manage all aspects of customer support delivery, including daily operations and addressing customer feedback. Develop team agility, technical expertise, and interpersonal skills to effectively support global customers. Conduct performance reviews, provide coaching, and partner with employees on career development. Partner with other Celonis teams to ensure consistent global processes and resource coordination. This role requires a 24/7 work schedule.

Requirements

• Bachelor's or Master’s degree in computer science, IT, engineering, management, business
• 5+ years of experience leading and developing Customer Support teams in a global and innovative environment
• 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
• Proven experience in international customer handling and management

Responsibilities

• Enable the Customer Support Engineers' success by developing a transparent, collaborative and customer centric team
• Ensure your team builds the agility, technical expertise and interpersonal skills needed to support our global customers effectively
• Conduct performance reviews, provide coaching, share feedback regularly and partner with employees on career development by applying our Celonis Values
• Manage all aspects of customer support delivery, including daily operations, scheduling, meetings, addressing customer feedback, creating and refining support processes
• 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

Preferred Qualifications

ITIL Foundation Certification, addition ITIL Certificates are a plus

Benefits

• Generous PTO
• Hybrid working options
• Company equity (RSUs)
• Comprehensive benefits
• Extensive parental leave
• Dedicated volunteer days
• Gym subsidies
• Counseling
• Well-being programs