Engagement Manager

The Team

​Celonis Services is a strategic services organisation that focuses on the technical aspects of our customers' journeys, which includes Consulting Services, Academy and Customer Support. We are thought leaders with deep product, technical and domain expertise and focus on delivering Celonis implementations and driving product adoption for our customers. We achieve this by bringing together our best practices, delivery experience, award-winning enablement, and support expertise.

The Role:
As a Services Engagement Manager, you will support end-to-end implementations of Celonis’ technology across our largest and most strategic customers. You will articulate Celonis’ product positioning to customers and collaborate with Sales, Partners and Value Engineering to establish Celonis’ Services Value proposition and create statements of work with customers during the pre-sales phase. 

In this role, you will assist customers in understanding how to build best practice and enduring capabilities, are responsible for identifying further Services needs by the customer whilst engaged and responsible for customer satisfaction throughout a customers engagement with Celonis. 

The work you’ll do:

• Planning, scheduling, and management of project timelines and activities from project kick-off through to training, ensuring each project is delivered on time and meets the customers' requirements. 
• Manage resources, schedule, scope and budget on multiple projects by creating and maintaining detailed project plans that emphasize speed to delivery and maximise the efficient use of resources needed to meet the requirements. 
• Collaboration with senior executives, process owners and technical teams within each customer to understand their goals, objectives and requirements and to ensure their successful implementation. You will be their primary point of contact for product feature requests and escalation of support issues. 
• Regularly communicate project status’, covering key discussion items, action items, risks and issues. As well as keeping projects up to date in the Celonis Professional Services Automation System to enable accurate and timely project and portfolio reporting
• Proactively manage and escalate risks and issues internally to Celonis management and externally to customer project sponsor to minimize impact to project success.
• Provide guidance and mentoring to the implementation team, including partner resources, to ensure Celonis methodology is being followed
• Use your experience to Contribute to the continual improvement of Celonis Services methods as well as the maturing field expertise and best practices. 

The qualifications you need:

• Native level in Japanese and business level in English
• Client-facing Engagement Management experience in enterprise software implementations, managing multiple projects concurrently
• Extensive experience in project management disciplines, including documenting and maintaining project plans, risk/issue/action logs, and driving problem resolution in partnership with customers and Celonis executives
• Strong communication skills and a background in consulting with a proven ability to manage Stakeholders and project timelines.
• Experience in people managing consulting teams both onshore and offshore
• Experience in positioning Services, writing proposals and “statement of works” within a complete ecosystem (customers and partners)
• A history of working with an ecosystem of partners and managed co-delivery
• Ability to effectively set and manage customer expectations
• Strong analytical skills, especially in applying technology solutions to core business problems
• Project management certifications (PMP, Prince2, or Safe/Agile)
• Bachelors or Masters in Computer Science, Engineering, Mathematics or other related field