We're Celonis, the global leader in process mining technology, and we’ve delivered enormous value to the world’s largest and most esteemed companies.  To continue to help organizations uncover hidden business value opportunities, reduce carbon emissions, and radically improve customer service, we need you to join us. 

The Role:

As the Continual Service Improvement (CSI) Manager, you will work on strategic customer support projects connected to the organizational goals, evolving needs and growth of the Customer Support organization. 

In this key role, you will be responsible for identifying, planning, and implementing improvements that support Customer Support processes. 

You will collaborate with international teams across Celonis to ensure that any ongoing initiatives improve the customer support offering while meeting the evolving needs across the business.

The work you’ll do:

• Develop and implement a continual service improvement plan that aligns with the organization’s strategic objectives.
• Continuously analyze trends in Customer Satisfaction and identify and implement service improvements to improve Customer Satisfaction.
• Ensures that customers have a smooth, intuitive process in connecting with customer support to open and solve cases.  
• Monitor, analyze and report upon service performance, identifying areas for improvement and implementing agreed-upon changes as necessary.  (Process Improvement, Tools, Workflow, Training/Coaching, Documentation, etc.)
• Work closely and collaborate with other teams across Celonis to ensure that improvements are integrated into overall service delivery.  
• Lead and manage the CSI process, ensuring all improvements are documented and communicated to relevant stakeholders.  Plan. Do. Check. Act.
• Conduct regular service reviews and audits to ensure that services are being delivered in line with agreed standards and SLAs.
• Facilitate the sharing of best practices across the organization, promoting a culture of continuous improvement.
• Understand end-to-end case workflow and engineer workflow to identify areas for improvement with focus on key Customer Support Metrics and engineer experience.
• Analyze and report upon areas where support engineers may need additional support, coaching and/or training.
• Work with SME’s, Product Managers, and others across Celonis to build appropriate training programs based on the needs of the Support Organization and Support Engineers.
• Provide training and support to staff on service improvement methodologies and tools.
• Supports knowledge management initiatives through both the engineer workflow and customer experience in working with customer support.
• Works with the project manager in the development of activities/project charter, team members, and scope for assigned activities/projects.

The qualifications you need:

• Bachelor’s degree in Computer Science, Information Systems, Business Administration, or related field.
• Proven experience in either IT Service Management or Customer Support with a focus on service improvement.
• Strong understanding of ITIL or support processes in a technology-related environment
• Have knowledge of Project Management methodologies (Scrum, Agile, PMI, etc.)
• Excellent problem-solving skills, with the ability to identify and implement effective solutions.
• Strong communication skills, with the ability to effectively communicate complex technical concepts to non-technical stakeholders.
• Strong leadership and project management skills, with the ability to lead and manage complex service improvement initiatives.
• Proven ability to influence without authority across a services team.
• Knowledge of Salesforce Service Cloud, Jira Service Management, Support Logics, Celonis EMS, Datadog, OpsGenie, Slack and application integrations. 

What Celonis can offer you:

• The unique opportunity to work within a new category of technology, Process Intelligence
• Investment in your personal growth and skill development (clear career paths, internal mobility opportunities, L&D platform, mentorships, and more)
• Great compensation and benefits packages (equity (restricted stock units), life insurance, time off, generous leave for new parents from day one, and more). For intern and working student benefits, click here
• Physical and mental well-being support (subsidized gym membership, access to counselling, virtual events on well-being topics, and more)
• A global and growing team of Celonauts from diverse backgrounds to learn from and work with
• An open-minded culture with innovative, autonomous teams
• Business Resource Groups to help you feel connected, valued and seen (Black@Celonis, Women@Celonis, Parents@Celonis, Pride@Celonis, Resilience@Celonis, Asians@Celonis, Latinx@Celonis, Veterans@Celonis and more
• A clear set of company values that guide everything we do: Live for Customer Value, The Best Team Wins, We Own It, Earth Is Our Future

About Us

Since 2011, Celonis has helped thousands of the world’s largest and most esteemed companies yield immediate cash impact, radically improve customer experience, and reduce carbon emissions. Its Process Intelligence platform uses industry-leading process mining technology and AI to present companies with a living digital twin of their end-to-end processes. For the first time, everyone in an organization has a common language for how the business runs, visibility into where value is hiding, and the ability to capture it. Celonis is headquartered in Munich, Germany and New York City, USA with more than 20 offices worldwide.

Celonis is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment and equal opportunity in all aspects of employment. We will not tolerate any unlawful discrimination or harassment of any kind. We make all employment decisions without regard to race/ethnicity, color, sex, pregnancy, age, sexual orientation, gender identity or expression, transgender status, national origin, citizenship status, religion, physical or mental disability, veteran status, or any other factor protected by applicable anti-discrimination laws.  As a US federal contractor, we are committed to the principles of affirmative action in accordance with applicable laws and regulations.  Different makes us better.

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