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Strategic Customer Success Manager
2 months ago
Celonis GmbH is seeking a highly skilled and experienced Strategic Customer Success Manager to join our team. As a key member of our Value Engineering team, you will play a crucial role in driving business growth and customer satisfaction.
Key Responsibilities- Accountable Program Lead & Engagement Manager
- Develop and maintain strong relationships with key stakeholders, including C-level internal/external executives, embedding Celonis into their strategic objectives.
- Ensure engagements are properly staffed leveraging resources from global cross-functional Celonis teams, such as Servicing, Product & Engineering.
- Mentor customer on organization design and maturation of Centers of Excellence to focus on increasing adoption of our platform.
- Mentor and coach team members, providing guidance and support for their success, and offer feedback to managers on team performance.
- Driving Customer Value
- Responsible for the end-to-end customer value journey (landing, expanding, adoption, and renewing).
- Influence key customer stakeholders through executive communication, product knowledge, and industry/domain expertise.
- Work with senior stakeholders to establish the Celonis program roadmap and detailed value plans.
- Drive value realization and adoption within accounts, ensuring high-quality, on-time project completion, client satisfaction, and meeting usage and adoption targets.
- Community Builder and Customer Advocacy
- Organize and lead customer advisory boards to address industry-specific challenges and innovations, establishing a structured feedback loop to continuously gather insights and improve products and services.
- Act as the voice of the customer within the company, ensuring alignment of product development and service offerings with industry needs and customer feedback, while collaborating with the customer advocacy team on advocacy strategies.
- Drive customer presence and sponsorship at key Celonis and industry events, serving as a Celonis leader at conferences, webinars, and through published thought leadership.
- Collaborate on innovation or new asset development in specific domains, and contribute to playbooks, resources, and tools for the value engineering team to enhance their effectiveness.
- Minimum 15 years of relevant customer success, strategy consulting, or related experience in Industry required; MBA strongly preferred.
- Strong experience in driving large-scale transformation programs, process re-engineering engagements, and implementations.
- Extensive experience in achieving business objectives through the deployment of software solutions.
- Ability to navigate large global organizations and have the power of persuasion through data, facts, and confidence.
- Knows how to successfully work with internal resources to design, pitch, and sell opportunities with relevant subject matter experts and practice leads.
- Possess a natural and consultative approach when engaging with senior executives.
- Strong team player who inspires the team with a patient and entrepreneurial leadership style.
- Project management: ability to organize and manage multiple streams.
- Strong communication skills and ability to translate Celonis use cases into customer business landscape.
- Are self-motivated, proactive team player.
- Are able to thrive in fast-paced, collaborative, and ambiguous environments with various stakeholders.
- Be willing to travel to meet with customer stakeholder needs (25-50%).
- Build demos and business cases, leveraging industry benchmarks and best practices in order to win new customers.
- Undertake Value Assessments or Proof-of-Value Projects and communicate the value opportunity and strategic roadmap to C-Level executives.
