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Senior Manager, Escalation Management

🕒 yesterday
Customer Experience ManagementProject ManagementData AnalysisStrategic Planning

📜 Description

  • Act as the primary interface for customers during high-visibility incidents.
  • Transform escalation data into actionable business intelligence for product enhancements.
  • Develop and execute a strategic roadmap to transition the escalation function to a proactive value-driver.
  • Lead Monthly Operating Reviews and Quarterly Business Reviews with senior leadership.
  • Manage end-to-end project lifecycles for cross-functional escalation initiatives.
  • Design and implement the 'Escalation Runbook' to streamline processes and communication.

🛠️ Requirements

  • 10+ years in high-growth tech, with 7+ years in a leadership role.
  • Strong English written and verbal communication skills.
  • Ability to demonstrate dedication to customer experience through effective people management.
  • Experience leading Monthly Operating Reviews and presenting to executive audiences.
  • Proven documentation ability to create and curate internal and external documentation.
  • Expertise in using CRM and BI tools to analyze data and drive decisions.

Benefits

  • Health care insurance
  • 401(k) retirement account
  • Paid sick time
  • Paid personal time off
  • Paid parental leave
Celonis

Manager, Value Engineering

Celonis👥 1001 - 5000 employees🏢 Computer Software
🔥 15 hours ago

Lead a team of Value Engineers to drive customer value journeys, focusing on acquisition, expansion, adoption, and renewals through the Celonis Process Intelligence Platform.

📍 🇮🇳 Bengaluru - Hybrid💼 Full-Time🎙️ Leadership📋 Manager📢 🇬🇧 English Required📢 🇩🇪 German Required
Value EngineeringCustomer Value ManagementProcess IntelligenceStrategic Transformation
Celonis

Manager, Services

Celonis👥 1001 - 5000 employees🏢 Computer Software
🔥 15 hours ago

As Services Manager, you will lead, guide and develop a team of 10+ Consultants and Project Managers. You are responsible for driving successful deployments of the Celonis technology across our customers in various industry clusters across.

Project ManagementTeam LeadershipCustomer EngagementSales Strategy

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