North America Services Manager (Center of Excellence)



Raleigh, NC, USA
Posted on Friday, June 21, 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.


At Celonis, we’re committed to supporting your growth and development, as well as internal career mobility. Our Internal Mobility Program provides you with career path options - not just based on what you’ve been doing, but based on what you could do for other teams, functions, or locations. We believe in your potential, that’s why we hired you, and that’s why we’re excited to share a new job opportunity with you.

The Team:

Celonis Services is a strategic services organization that focuses on the technical aspects of our customers' journeys, which includes Consulting Services, Academy and Customer Support. We are thought leaders with deep product, technical and domain expertise and focus on delivering Celonis implementations and driving product adoption for our customers. We achieve this by bringing together our best practices, delivery experience, award-winning enablement, and support expertise.

The Role:

The NAM Manager (CoE) is responsible for driving successful deployments of the Celonis technology across all customers in the region. You have a passion for technology, solving complex customer problems, and developing high performing teams. You have a growth mindset, aren’t afraid to challenge the status quo, and strive for a role that encourages you to continuously expand your knowledge, think creatively, and improve our consulting practice.

The work you’ll do:

  • Recruit, mentor, and coach a team of 5-10 consultants to support successful performance and career development within and beyond the Celonis Services team
  • Ensure timely and high-quality deployments of the Celonis technology that meet customer requirements, accelerate time to first value and drive measurable business impact
  • Encourage the collection, organization, and dissemination of technical and functional consulting best practices which result in healthy, successful customers
  • Communicate with customer stakeholders, handle escalations and navigate challenging situations with positive and balanced results
  • Ensure that the Celonis Services team is fully enabled and leverages the appropriate capabilities on customer deployments to maximize value of Celonis solution
  • Manage, forecast and monitor resource capacity and utilization, staffing appropriately all customer engagements
  • Ensure services deliverable quality with high utilization rates
  • Continuously improve and enhance the implementation methodology to drive efficiency and consistency
  • Work collaboratively with and influence other departments, especially Product, Sales and Value Engineering, to promote customer satisfaction and achieve business unit and company goals
  • Proactively manage hiring, attrition, productivity, morale, resource allocation, team motivation and enablement across your team

The qualifications you need:

  • Proven leadership experience either directly managing or indirectly leading teams focused on BI/analytics projects
  • Significant experience in driving successful software deployments at enterprise customers across different industries
  • A deep understanding of enterprise customer relationships
  • A top-performer with demonstrable past success achieving relevant targets and KPIs
  • Proven experience in designing and implementing initiatives and infrastructure to scale top-performing professional services teams
  • Demonstrated experience in recruiting, motivating and retaining top talent
  • Excellent communication skills, collaborative (team-focused) mindset, high levels of EQ and IQ
  • An entrepreneurial approach, self-aware and an inspiring character with great energy

Visa sponsorship is not offered for this role.

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.

Get familiar with the Celonis Process Intelligence Platform by watching this video.

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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