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Senior Technical Program Manager
hace 2 meses
Celonis is seeking a highly skilled Senior Technical Program Manager to join our Engineering Operations Technical Program Management Team. As a key member of our team, you will be responsible for leading cross-functional technical customer escalations and hypercare projects across all areas of our product.
Key Responsibilities- 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.
- 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.
- Manage 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.
- Streamline the Engineering escalation process and work with the Engineering teams on prevention tactics for future escalations on a data-driven approach.
- 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.
- Ability to clearly & accurately communicate program status, issues, dependencies & risks to leadership & other program stakeholders.
- Excellent problem-solving ability.
Celonis is the global leader in Process Mining technology and one of the world's fastest-growing SaaS firms. We believe there is a massive opportunity to unlock productivity by placing data and intelligence at the core of business processes.
We are committed to creating an inclusive environment for all employees and celebrate diversity. Celonis is an equal opportunity employer.
