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Senior Technical Program Manager
hace 2 meses
Job Summary
Celonis is seeking a highly skilled Senior Technical Program Manager to join our Engineering Operations Technical Program Management Team in Madrid, Spain. As an Escalations TPM, 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.
Key Responsibilities
- Coordinate and support the Product & Engineering teams dedicated to resolving technical issues for escalated customers.
- Lead multidisciplinary cross-functional engineering escalation programs in every area of the product.
- Break down escalations into several projects and coordinate across functional areas 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.
- Translate customer experience into engineering working packages, involving both ETL chain and Front End Applications.
- Lead new feature customer adoption with strategic customers in collaboration with Product and Engineering and Go To Market.
- Identify product gaps and work on prioritization in the roadmap.
- Management of technical discussions and strategic decision-making involving escalations and feature adoption.
- Advocate complex business and technical Escalation concepts with Engineering Leadership and Executive Management.
- Propose the best course of action and optimal technical solutions to solve issues at the customer side.
- Analyze and organize resources and bandwidth in Engineering to ensure prompt resolution.
- Strengthen the customer feedback loop with Engineering during the escalation period.
- Organize and drive customer calls.
- Streamline the Engineering escalation process and work with the Engineering teams on prevention tactics for future escalations on a data-driven approach.
Requirements
- 5+ years of 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.
