Manager, Professional Services

The Role:

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 North America. This includes to drive services sales cycles, incl. project scoping and service proposal creation, and ensure strong customer engagement management.  

You will partner cross-functionally to support all customer engagement efforts and will liaise frequently with the Sales and Value Engineering teams to ensure customer satisfaction, loyalty and adoption of the Celonis platform.

The Work You’ll Do:

• Sales - position and sell the right services, work closely and build trust with Sales and Value Engineering to support ACV land and expand motions; maximize services revenue and ensure utilization targets
• Delivery - manage portfolio of projects to success, build relationships directly with largest/most strategic customers in region; ensure timely and high-quality deployments of the Celonis technology, with a constant focus on driving measurable business impact and delivering tangible value, that meet customer requirements, accelerate time to first value and drive measurable business impact; communicate with stakeholders in Celonis’ largest customers, handle escalations and navigate challenging situations with positive and balanced results; manage, forecast and monitor resource capacity and utilization, staffing appropriately all customer engagements
• Value and Adoption - Drive a value-focused mindset within the team, ensure project governance to deliver rapid, tangible improvements and fast ROI; drive adoption by ensuring comprehensive adoption plans are incorporated into each project, including user onboarding, training, and knowledge transfer, in collaboration with the Academy.
• Product - ensure a focus on deep product and technical knowledge, that will provide thought leadership for our customers, and best practice implementation and adoption of Celonis software, especially in the area of new product introduction.  Ensure that the Consulting team is fully enabled and leverages all product capabilities on customer deployments
• People - build, support, enable a high performance team; lead and manage a team of approx. 5-10 Celonis Project managers and Consultants, specializing one or more industry verticals; proactively manage hiring, attrition, productivity, morale, resource allocation, team motivation and training, across the Consulting team
• Partners - build relationships with the strategic partners (and our partner managers) in the region to support our most important customers
• Practice - contribute to internal initiatives that make the organization better; recruit and develop a high-performing Program Manager and Consulting team, developing career paths for team members that allow for growth and development within the Services organization and Celonis overall

The qualifications you need:

• 7+ years of experience in delivering high complex projects as a Program Manager or Program Director.
• Proven leadership experience either directly managing or indirectly leading teams focused on BI/analytics project
• Proven track record of leading complex transformational customer programs.
• Good understanding of the implementation of Celonis products, at a level required to lead and direct Celonis Consultants and Project Managers
• Experience in managing professional services teams, preferably in enterprise SaaS companies
• Experience of building relationships with sales teams, involvement in deals
• Proven leadership in interacting with senior / executive level customers
• Experience in recruiting, motivating and retaining top talent
• Excellent communication skills