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.
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