Customer Success Program Manager - Scale Team

Навыки

• Customer Success
• Ответственность за результат
• Programmatic / DSP
• Работа со стейкхолдерами

О компании и продукте

• The position of Customer Portfolio Program Manager (internal title: Senior Value Engineer - Scale team) is a trusted advisor responsible for driving value, adoption, and customer success across a portfolio of accounts. In this role, you will collaborate closely with customers, partners, and internal teams to strengthen customer engagement and ensure long-term success with the Celonis Process Intelligence Platform. Your responsibilities include building scalable engagement strategies, handling critical touchpoints, identifying expansion opportunities, and mitigating renewal risks, all while fostering a strong relationship with partners and driving value realization across your accounts. All while fostering strong partner relationships, customer self-sufficiency and driving consistent value realization across our entire customer base.

Задачи

• Drive value, adoption and sponsorship serving as the trusted advisor to customers and partners, ensuring successful adoption and value realization across a portfolio
• Establish robust Centre of Excellence (CoEs) and coach customers to own their value journey and provide them with self-service offerings
• Strategic Partner management orchestrating and coaching partners to deliver operational account work driving customer health. 1:N program management and scalable motions to generate impact across a community of customers (value bootcamps, 1:1 sprint motions, POV development, Value Sprints and new asset and innovation deployments)
• Build stakeholder trust and drive success across a broad portfolio of stakeholders, maximizing your impact through highly efficient, scaled interactions rather than traditional, high-touch 1:1 relationships
• Maintain cross-industry fluency to remain conversant across multiple business sectors, leveraging AI-curated industry briefs to accelerate rapid context-switching across a diverse book of accounts
• Drive AI-orchestrated account plans which leverage platform best practices and partner applications within AI-powered solution designs
• Utilize auto-generated programmatic content including targeted industry briefs and customer-specific presentations, to manage the portfolio efficiently
• Work with AI-driven tools to monitor portfolio health using AI-driven tools to proactively surface renewal risks and health signals across all accounts in parallel
• Operate AI agents to continuously track value realization, adoption signals, and expansion opportunities across the entire portfolio
• Deploy automated value reports and strategic nudges that empower customers to drive their own business outcomes
• Act as an AI-fluent operator , utilizing copilots and intelligent agents to produce necessary technical outputs on demand
• Focus on the big-picture value while partnering with our internal technical teams (CoE and Applied Value Engineers) to tackle the highly complex builds

Требования

• Experience: 3-5 years of strong programmatic execution and the ability to execute complex products efficiently
• You will have worked on end to end post sales customer journeys and value realization for a portfolio of customers
• Broad Industry & Domain expertise: Understanding of industry-specific business processes and a proven ability to identify opportunities for improvement, with the agility to context-switch and cross-pollinate best practices across industries
• AI & Technical Fluency: High AI fluency, leveraging copilots and intelligent agents to accelerate workflows, craft business cases, and monitor portfolio health and drive high volume of activities
• Strong Stakeholder Management : Able to quickly build trust and inspire action across both technical users and C-level executives
• Scaled Engagement: An experienced 1:N speaker with proven experience hosting high-energy webinars, leading cohort enablement, and driving community engagement
• Passionate about empowering both customers and partners through training, support, and strategic insights
• Degree: Engineering, Computer Science, Mathematics, Business Analytics, comparable technical degree or a Business/Economics degree paired with a technical minor
• Native-level German proficiency is required for this role
• Candidates must be able to lead customer workshops, conduct executive presentations, and manage stakeholder interactions in German

Условия

• Pioneer Innovation: Work with the global leader in Process Mining and the Process Intelligence Graph to shape the future of AI-driven business operations
• Ownership from Day 1: Every full-time "Celonaut" is an owner, receiving Restricted Stock Units (RSUs) and merit-based refresh grants
• Unrivaled Family Support: Benefit from our inclusive parental leave policy—24 weeks of fully paid leave for primary carers and 12 weeks for supporting carers, available from your first day of employment
• Work-Life Integration: Enjoy Unlimited PTO (in applicable regions) and generous PTO globally, as well as a flexible hybrid work model that balances remote focus with vibrant office collaboration
• Continuous Growth: Elevate your skills through our 70-20-10 learning framework, mentorship programs, and access to a dedicated learning platform
• Holistic Well-being: Prioritize your health with subsidized Wellhub memberships, mental health counseling, and dedicated "Wellness Weeks" that prioritize work/life balance
• Drive Sustainability: Participate in annual Impact Days, where you receive paid time off to volunteer for community and environmental causes with your local office, or virtually
• Global Inclusion & Belonging: Find community through our Inclusion Think Tank and participate in our annual Inclusion Days, ensuring every voice is heard and valued
• Value-Driven Impact: Join a mission-led organization where our core values—Live for Customer Value, The Best Team Wins, We Own It, and Earth Is Our Future—drive every decision

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