Senior Technical Program Manager - Escalations

Celonis

Celonis

IT, Operations
Madrid, Spain
Posted on Wednesday, March 27, 2024

We're Celonis, 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 - 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 and hypercare 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 Escalations TPM 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 and strategic new feature customer adoption 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 Product & Engineering 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.
  • Lead new feature customer adoption with strategic customers in collaboration with Product and Engineering and Go To Market, identifying 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. Analyzing and organizing resources and bandwidth in Engineering to ensure prompt resolution.
  • Strengthening the customer feedback loop with Engineering during the escalation period to ensure timely resolution of issues, organizing and driving customer calls.
  • Streamline the Engineering escalation process and work with the Engineering teams on prevention tactics for future escalations on a data driven approach.

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 with industry-leading process mining technology
  • Investment in your personal growth and skill development (clear career paths, internal mobility opportunities, L&D platform, mentorships, and more)
  • Great compensation and benefits packages (equity (restricted stock units), life insurance, time off, generous leave for new parents from day one, and more)
  • Physical and mental well-being support (subsidized gym membership, access to counseling, virtual events on well-being topics, and more)
  • A global and growing team of Celonauts from diverse backgrounds to learn from and work with
  • An open-minded culture with innovative, autonomous teams
  • Business Resource Groups to help you feel connected, valued and seen (Black@Celonis, 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

Since 2011, Celonis has helped thousands of the world's largest and most valued companies deliver immediate cash impact, radically improve customer experience and reduce carbon emissions. Its Process Intelligence platform uses industry-leading process mining technology and AI to present companies with a living digital twin of their end-to-end processes. For the first time, everyone in an organisation has a common language about how the business works, visibility into where value is hidden and the ability to capture it. Celonis is headquartered in Munich (Germany) and New York (USA) and has more than 20 offices worldwide.

Join us as we make processes work for people, companies and the planet.


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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