Technical Escalations Program Manager

hace 7 meses

Madrid, España Celonis SE A tiempo completo

-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.

**_The Team:_**

You’ll have the opportunity to be a part of our Engineering Operations Technical Program Management Team which sits within the Celonis Product and Engineering Organization You'll be working with a cross-functional team to lead strategic customer escalation projects across all areas of our product alongside our exceptional Product and Engineering teams.

**_ The Role:_**

Join Celonis Engineering and play a key role as Technical Escalations Program Manager in Madrid, Spain. In this role, you will lead cross-functional technical customer escalations inside of the Product and Engineering department, working closely with Engineering, Product, Design, and QA teams to ensure prompt resolution. Your focus will be on driving execution velocity, controlling and driving progress of escalation projects all the way to resolution. You will streamline the escalation process within PnE and ensure effective communication with company internal and external stakeholders.

**_ The work you’ll do:_**

Your primary responsibility is to coordinate and support the PnE teams dedicated to resolving technical issues for escalated customers. To achieve this, your work will involve:

- Lead multidisciplinary cross-functional engineering escalation programs in every area of the product. If necessary, break down escalations into several projects and coordinate across functional areas in order to deliver effectively and promptly. Owning the PnE customer escalation end-to-end.
- Leverage technical acumen to investigate, understand, and describe the customer's experience, with a focus on translating into engineering working packages, involving both ETL chain and Front End Applications.
- Drive effective teamwork, communication, collaboration and commitment across multiple groups and to different stakeholders, technical and non-technical. Organizing and coordinating dedicated task forces in Engineering if necessary
- Ensure close collaboration between Product and Engineering, Go To Market and Customer Support.
- Management of technical discussions and strategic decision-making involving escalations.
- Propose the best course of action and optimal technical solutions to solve escalations. Analyzing and organizing resources and bandwidth in Engineering to ensure prompt resolution of escalations.
- Manage risk, communication & monitor, project schedule, review project progress and timelines; and identify and resolve issues to ensure project success.
- Streamline the Engineering escalation process and work with the Engineering teams on prevention tactics for future escalations on a data driven approach.
- Strengthening the customer feedback loop with Engineering during the escalation period to ensure timely resolution of issues, organizing and driving customer calls, where a technical understanding of the product and the topics is required.
- Present and advocate complex business and technical Escalation concepts with Engineering Leadership and Executive Management.
- Set up a roll-out schedule and manage delivery to the customer.
- The qualifications you need:_
- 5+ years experience in Technical Program Management in SaaS software companies, preferably in escalations and/or development projects.
- Master’s degree in Computer Science or equivalent experience & skillset.
- Experience dealing with large scale, technologically complex accounts which are constantly challenging the product capabilities.
- Experience facilitating decision-making by identifying key stakeholders & surfacing the required information to make critical decisions.
- Demonstrated experience in qualifying and prioritizing incoming requests from high priority clients, stakeholders and business leaders.
- In-depth technical skills from experience working in Engineering organizations. In depth knowledge of technical trends within Big Data and Cloud Computing (e.g. knowledge of network topologies and devices, database and ETL concepts and SQL, multi-tenancy).
- Ability to clearly & accurately communicate (English is a must) program status, issues, dependencies & risks to leadership & other program stakeholders beyond Product & Engineering.
- Excellent problem-solving ability. You can find practical & simple solutions to complicated problems without sacrificing quality.
- You have an entrepreneurial spirit, are self-sufficient & able to operate in a fluid, ambiguous environment and value teamwork.

**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, L&D platform, mentorships, and more)
- Great compensation and benefi

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