Senior Service Delivery Manager

Celonis is the trusted platform to industrialize Enterprise AI. At our core is the Celonis Context Model — which combines process data, business knowledge, and intelligence into a living digital twin of the enterprise that AI can actually understand, turning AI's operational blind spots into operational clarity. World's leading companies trust Celonis and its global ecosystem of partners to make their AI agents, people, systems, and processes work together, achieving transformational outcomes. We believe there's a massive opportunity to unlock global productivity and sustainability by giving AI the context to understand how every business process really works. Join our mission to make processes work for people, companies, and the planet.

At Celonis, we believe that every company can unlock their full execution capacity - and for that we need you as a Customer Support Delivery Manager!

As a Customer Support Delivery Manager, you will be responsible for the renewal of Premium Support contracts and all related services. In this role, you will manage one or more customers, who have purchased our Premier and Premier+ Support to review and drive the business. You will also be their point of escalation and ensure a regular cadence of meetings with them. Furthermore, you will assure SLA adherence on KPIs agreed in the Premier and Premier+ Support contract and support OLAs. As a Support Delivery Manager, you will ensure a phenomenal Customer and Partner Experience (CSAT) for support incidents. This will foster a strong partnership between the different Celonis Support teams and stakeholders in other regions and Celonis Lines of Businesses. Apart from this you will partner with regional and global peers at Celonis to ensure consistency and follow-through for global processes and coordination of resources.

You:

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

6+ 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

JP citizenship is required

Business-level English and Fluent Japanese language required

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