We're Celonis, the global leader in execution management and process mining technology, and one of the 50 most valuable private companies in the world. We believe that every company can unlock its full execution capacity - and for that, we need you to join us as an Escalation Manager.

The Team:

This role is part of the global support organization which provides support for all Celonis customers 24x7. You will be located in Munich, Germany. You will report to the Head of Escalation Management and be responsible for managing incidents and escalations across the support organization.

The Role:

As part of the Customer Service Team you will take over the incident management process of our global customers and partners. You will be the primary contact for Severity 1 incidents in our environment, as well as providing full incident management process guidelines. You will help  form the internal interface between our customers and our consulting, data science, development, product management and OEM partner in order to provide first class global customer support.

The work you’ll do:

  • Collaborate effectively with customers and our Product and Engineering organization to resolve issues in line with our service goals
  • Organize and orchestrate the correct team members in order to resolve severity 1 incidents within our contracted guidelines 
  • Provide updates to management and customers during each phase of incident escalation
  • Provide input and guidance to the continual improvement of the incident handling process
  • Develop and provide incident and escalation performance metrics to management and customers on a monthly basis
  • Train internal and external audiences around the incident management process
  • Develop deep expertise in our on-premise SAP integration components, becoming one of our primary experts of an extremely important and high impact area of our product
  • Identify and act on opportunities to improve our support operations, helping elevate our standard of support

The qualifications you need:

  • BS or MS in Computer Science or a related technical area
  • 7+ years managing, coordinating, and ensuring resolution on executive-facing escalations in a highly complex support environment
  • Outstanding communication skills at the C-Level: Both Written and Verbal Communications
  • Deep experience leading and responding to complex critical incidents
  • Strong operational and services experience in a cloud services delivery environment
  • Strong technical knowledge of complex systems, ideally in a multi-tenant, Cloud environment
  • Previous experience directing and maximising the benefits of collaborating with global teams
  • Must be technically literate and be able to articulate technical issues in a meaningful way to both engineers and executive-level management. Deep technical knowledge of multi-tenant, Cloud systems and/or highly complex infrastructure is highly desirable


What Celonis can offer you:

  • The unique opportunity to work within a new category of technology, Execution Management
  • Investment in your personal growth and skill development (clear career paths, internal mobility opportunities, mentorships, yearly development stipend)
  • Great compensation and benefits packages (stock options, 401(K) matching, generous time off, parental leave, and more)
  • Work from home support (mindfulness tools such as Headspace, monthly remote working stipend, flexible working hours, virtual events and workshops)
  • A global and growing team of Celonauts from diverse backgrounds to learn from and work with
  • An open-minded culture with innovative, autonomous teams
  • Employee resource communities to help you feel connected, valued and seen (Women@Celonis, Parents@Celonis, Pride@Celonis, Resilience@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, and Earth Is Our Future

About Us

Celonis believes that every company can unlock its full execution capacity. Powered by its market-leading process mining core, the Celonis Execution Management System provides a set of applications, and developer studio and platform capabilities for business executives and users to eliminate billions in corporate inefficiencies. Celonis has thousands of global customers and is headquartered in Munich, Germany and New York City, USA with 15 offices worldwide.

Celonis is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Different makes us better

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