Customer Success Manager
Customer Success Manager
Are you ready for a new challenge?
Celonis is the leader in business transformation software. Powered by its market-leading process mining core, the Celonis Execution Management System provides a set of instruments and applications, with a developer studio and platform capabilities for business executives and users. The Celonis EMS offerings help companies manage every facet of execution management from analytics, to strategy and planning, management, actions and automations. For Global 2000 companies, transforming to an intelligent enterprise has become a key strategic priority. Celonis disrupted what had previously been a manual, time-consuming and expensive consulting-driven approach to jump-start and operationalize change in transformation initiatives. Celonis has thousands of global customers including ABB, AstraZeneca, Bosch, Coca Cola, Citibank, Dell, GSK, John Deere, L’Oreal, Siemens, Uber, Vodafone and Whirlpool. All rely on Celonis technology to unlock their full execution capacity and drive change to business processes. Celonis is headquartered in Munich, Germany and New York, New York, and has in total 15 offices worldwide. The company has grown 5,000% in 4 years and 300% in the past year. In 2019, Celonis reached a $2.5 billion valuation, after receiving a $290 million Series C funding round. Since opening its US headquarter in New York in September 2016 it has quickly added blue chip customers like Lockheed Martin, ExxonMobil, Honeywell, and Mars to its client roster. The US is the fastest growing region for Celonis and will soon exceed 50% of its total revenue, and therefore expanding US offices in New York, San Francisco, Raleigh, Ann Arbor, as well as Latin America.
Responsibilities:
- Work directly with a portfolio of customers to define success and help them drive significant value out of using Celonis
- Develop a deep understanding of customer needs, use cases, and objectives in order to ensure that the Celonis platform is properly leveraged to achieve them
- Assist customers in driving user adoption and change management within their organization
- Build and maintain strong relationships with all key customer stakeholders
- Monitor and report on the overall well-being of customers, tracking key health and usage indicators
- Serve as a point of escalation for key customer issues and ensure swift resolution
- Drive customer advocacy through case studies and references
- Ensure high customer satisfaction and retention
- Evangelize the capabilities of the Celonis platform, identifying opportunities for further growth within customers while working collaboratively with the account team to position upsells
- Work with the services teams to facilitate the onboarding of new customers
Requirements:
- Must have 4+ years of experience in Customer Success, consulting or account management for a SaaS organization
- BS / BA degree in business administration, engineering, computer science or a comparable education, Master’s degree is a plus
- Self-motivated, proactive team player with innovative ideas to inspire customer loyalty
- Experience in business transformation initiatives is a strong plus
- Skillful at building long term relationships with executives and key stakeholders
- Proficiency in leading and facilitating executive meetings and workshops
- Passion for making customers successful
- Demonstrated ability to navigate conflict and foster open communication
- Strong analytical thinking and organizational skills
- Excellent verbal and written communication skills
Celonis is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Different makes us better