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Senior Technical Program Manager
hace 2 meses
About Celonis:
Celonis stands as the global frontrunner in Process Mining technology, recognized as one of the fastest-growing SaaS enterprises worldwide. We are dedicated to enhancing productivity by embedding data and intelligence at the heart of business operations, and we invite you to be a part of this journey.
The Team:
You will become an integral member of our Engineering Operations Technical Program Management Team, which operates within the Celonis Product and Engineering Organization. Collaborating with a diverse group, you will spearhead critical customer escalation and hypercare initiatives across various product domains, working alongside our exceptional Product and Engineering teams.
The Role:
As a Senior Technical Program Manager in Madrid, Spain, you will oversee cross-functional technical customer escalations within the Product and Engineering department. Your collaboration with Engineering, Product, Design, and QA teams will be crucial in ensuring swift resolutions. Your primary objective will be to enhance execution speed, manage and drive the progress of escalation projects, and facilitate the adoption of strategic new features until resolution. You will optimize the escalation process within Product and Engineering while ensuring effective communication with both internal and external stakeholders.
Your Responsibilities:
Your main duty will be to coordinate and assist the Product & Engineering teams focused on resolving technical challenges for escalated clients. Your responsibilities will include:
- Leading multidisciplinary cross-functional engineering escalation initiatives across all product areas. When necessary, decompose escalations into multiple projects and coordinate across functional teams to ensure effective and timely delivery, managing the customer escalation process from start to finish.
- Utilizing your technical expertise to investigate, comprehend, and articulate the customer experience, translating this into actionable engineering tasks, encompassing both ETL processes and Front End Applications.
- Driving the adoption of new features with key customers in partnership with Product and Engineering, identifying product gaps, and prioritizing them in the roadmap.
- Managing technical discussions and strategic decision-making related to escalations and feature adoption, advocating complex business and technical concepts to Engineering Leadership and Executive Management.
- Proposing optimal solutions and courses of action to address customer-side issues, analyzing and organizing resources within Engineering to ensure timely resolutions.
- Enhancing the customer feedback loop with Engineering during escalations to ensure prompt issue resolution, organizing and leading customer discussions.
- Streamlining the Engineering escalation process and collaborating with Engineering teams on preventive measures for future escalations based on data-driven insights.
Qualifications:
- Over 5 years of experience in Technical Program Management within SaaS companies, particularly in escalations and/or development projects.
- A Master's degree in Computer Science or equivalent experience and skill set.
- Proven experience managing large-scale, technologically intricate accounts that consistently challenge product capabilities.
- Expertise in facilitating decision-making by identifying key stakeholders and providing essential information for critical decisions.
- Demonstrated ability to qualify and prioritize incoming requests from high-priority clients, stakeholders, and business leaders.
- Strong technical background from experience in Engineering organizations, with in-depth knowledge of technical trends in Big Data and Cloud Computing (e.g., understanding of network topologies, database and ETL concepts, SQL, and multi-tenancy).
- Exceptional communication skills in English, capable of clearly conveying program status, issues, dependencies, and risks to leadership and other stakeholders beyond Product & Engineering.
- Excellent problem-solving skills, able to devise practical and straightforward solutions to complex challenges without compromising quality.
- An entrepreneurial mindset, self-sufficient, and capable of thriving in a dynamic, ambiguous environment while valuing teamwork.
What We Offer:
- A unique opportunity to engage with industry-leading process mining technology.
- Commitment to your personal growth and skill development through clear career paths, internal mobility opportunities, learning and development platforms, mentorships, and more.
- Competitive compensation and benefits packages, including equity, life insurance, generous leave policies, and more.
- Support for physical and mental well-being, including subsidized gym memberships, access to counseling, and virtual well-being events.
- A diverse and growing team of professionals from various backgrounds to collaborate with and learn from.
- An open-minded culture that fosters innovation and autonomy within teams.
- Business Resource Groups designed to help you feel connected, valued, and recognized.
- A clear set of guiding principles that shape our operations: Live for Customer Value, The Best Team Wins, We Own It, and Earth Is Our Future.
About Us:
Since our inception in 2011, Celonis has empowered numerous global enterprises to achieve immediate financial impact, significantly enhance customer experiences, and reduce carbon footprints. Our Process Intelligence platform leverages cutting-edge process mining technology and AI to provide organizations with a living digital twin of their end-to-end processes. This innovation enables everyone within an organization to share a common understanding of business operations, identify hidden value, and capture it effectively. Celonis operates from multiple locations worldwide.
We are committed to creating an inclusive environment for all employees, celebrating diversity and equal opportunity in our hiring practices.
