Celonis is the trusted platform to industrialize Enterprise AI. At our core is the Celonis Context Model — which combines process data, business knowledge, and intelligence into a living digital twin of the enterprise that AI can actually understand, turning AI's operational blind spots into operational clarity. World's leading companies trust Celonis and its global ecosystem of partners to make their AI agents, people, systems, and processes work together, achieving transformational outcomes. We believe there's a massive opportunity to unlock global productivity and sustainability by giving AI the context to understand how every business process really works. Join our mission to make processes work for people, companies, and the planet.
At Celonis, we believe that every company can unlock their full execution capacity - and for that we need you as a Customer Support Delivery Manager!
As a Customer Support Delivery Manager, you will be responsible for the renewal of Premium Support contracts and all related services. In this role, you will manage one or more customers, who have purchased our Premier and Premier+ Support to review and drive the business. You will also be their point of escalation and ensure a regular cadence of meetings with them. Furthermore, you will assure SLA adherence on KPIs agreed in the Premier and Premier+ Support contract and support OLAs. As a Support Delivery Manager, you will ensure a phenomenal Customer and Partner Experience (CSAT) for support incidents. This will foster a strong partnership between the different Celonis Support teams and stakeholders in other regions and Celonis Lines of Businesses. Apart from this you will partner with regional and global peers at Celonis to ensure consistency and follow-through for global processes and coordination of resources.
You:
- 8+ years of work experience in a Global Technical Software Support Center or IT customer service industry
- 6+ years in a customer facing support role
- Proven track record for operational or delivery excellence in a similar, outlining positive impact on Customer experience
- Proven leadership skills within a customer support organization.
- Strong analytical skills and technical writing skills; excellent communicator who can disseminate and articulate highly technical information in a clear manner to both business, technical, and non-technical audiences.
- Ability to work calmly and decisively under pressure by triaging and prioritizing multiple crisis situations in an efficient manner
- Proven flexibility and ability to adapt to ambiguous and fast changing situations
- Ability to identify inefficient processes/procedures and ultimately have a clear understanding of how to improve them through documented strategies
- ITIL foundation certification, any additional experience and knowledge of ITIL Best Practice Methodology is an advantage
- Quality management experience
- Familiar with agile project management methodologies
- JP citizenship is required
- Business-level English and Fluent Japanese language required
Responsibilities:
- Full responsibility for all Premier and Premier+ Support contract related requirements and renewal of Premier and Premier+ Support contract
- Manage one or more customers from JP/APAC, who have purchased e.g. Premier and Premier+ Support
- Ensure a regular cadence of meetings with customer to review and drive the business
- Point of escalation for the customer
- Assure SLA adherence on KPIs agreed in the Premier and Premier+ Support contract and Support OLAs
- Customer and Partner Experience (CSAT) for Support Incidents
- Foster a strong partnership between the different Celonis Support teams and stakeholders in other regions and Celonis Lines of Businesses
- Partner with regional and global peers at Celonis to ensure consistency and follow-through for global processes and coordination of resources
- Work during Business hours of assigned customers from JP/APAC region, participating in 24by7 On-call Duty SDM activities.
What Celonis can offer you:
- Pioneer Innovation: Work with the global leader in Process Mining and the Process Intelligence Graph to shape the future of AI-driven business operations.
- Ownership from Day 1: Every full-time "Celonaut" is an owner, receiving Restricted Stock Units (RSUs) and merit-based refresh grants.
- Unrivaled Family Support: Benefit from our inclusive parental leave policy—24 weeks of fully paid leave for primary carers and 12 weeks for supporting carers, available from your first day of employment.
- Work-Life Integration: Enjoy Unlimited PTO (in applicable regions) and generous PTO globally, as well as a flexible hybrid work model that balances remote focus with vibrant office collaboration.
- Continuous Growth: Elevate your skills through our 70-20-10 learning framework, mentorship programs, and access to a dedicated learning platform.
- Holistic Well-being: Prioritize your health with subsidized Wellhub memberships, mental health counseling, and dedicated "Wellness Weeks" that prioritize work/life balance.
- Drive Sustainability: Participate in annual Impact Days, where you receive paid time off to volunteer for community and environmental causes with your local office, or virtually.
- Global Inclusion & Belonging: Find community through our Inclusion Think Tank and participate in our annual Inclusion Days, ensuring every voice is heard and valued.
- Value-Driven Impact: Join a mission-led organization where our core values—Live for Customer Value, The Best Team Wins, We Own It, and Earth Is Our Future—drive every decision.
About Us:
Celonis is the trusted platform to industrialize Enterprise AI, empowering organizations to analyze, design, and operate AI-driven processes. The Celonis Platform is powered by the Celonis Context Model, which combines process data, business knowledge, and intelligence to create a living digital twin of the enterprise that AI can understand — turning AI’s operational blind spots into operational clarity. Industry-leading companies around the world trust Celonis and its global ecosystem of partners to make their AI agents, people, systems, and processes work together, achieving transformational outcomes. Celonis is headquartered in Munich, Germany, and New York City, USA, with more than 20 offices worldwide.
Get familiar with the Celonis Process Intelligence Platform by watching this video.
Celonis Inclusion Statement:
At Celonis, we believe our people make us who we are and that “The Best Team Wins”. We know that the best teams are made up of people who bring different perspectives to the table. And when everyone feels included, able to speak up and knows their voice is heard - that's when creativity and innovation happen.
Your Privacy:
Any information you submit to Celonis as part of your application will be processed in accordance with Celonis’ Accessibility and Candidate Notices
By submitting this application, you confirm that you agree to the storing and processing of your personal data by Celonis as described in our Privacy Notice for the Application and Hiring Process.
Please be aware of common job offer scams, impersonators and frauds. Learn more here.
Skills Required
- 8+ years of experience in a global technical software support center or IT customer service industry
- 6+ years of experience in a customer-facing support role
- Proven track record of operational or service delivery excellence with positive customer experience impact
- Proven leadership skills within a customer support organization
- Strong analytical skills and technical writing skills
- Excellent communication skills, including the ability to explain technical information to business, technical, and non-technical audiences
- Ability to triage and prioritize multiple crisis situations under pressure
- Flexibility and ability to adapt to ambiguous and rapidly changing situations
- Ability to identify inefficient processes and develop documented improvement strategies
- ITIL Foundation certification
- Additional ITIL best-practice methodology experience or knowledge
- Quality management experience
- Familiarity with agile project management methodologies
- Japanese citizenship
- Business-level English proficiency
- Fluent Japanese proficiency
Celonis Compensation & Benefits Highlights
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Parental & Family Support — Policies include 24 weeks fully paid leave for primary carers and 12 weeks for supporting carers from day one, extending to adoption and supported by programs like return‑to‑work, fertility benefits, childcare/eldercare resources, and abortion travel benefits. Feedback suggests this depth of family support stands out relative to typical tech offerings.
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Equity Value & Accessibility — All full‑time employees are positioned as owners with RSU grants, plus annual refreshes and merit awards highlighted in employer materials and role postings. Feedback suggests broad equity access is a meaningful pillar of total rewards.
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Leave & Time Off Breadth — U.S. employees describe flexible or unlimited PTO with strong signals around vacation/paid time off, alongside extras like Impact Days. Feedback suggests time‑off flexibility contributes materially to perceived benefits strength.
Celonis Insights
What We Do
Celonis makes processes work — for people, companies, and the planet. Powered by process mining and AI, the Celonis Process Intelligence Platform integrates process data and business context to create a living digital twin of business operations. We enable thousands of companies worldwide to understand how their business actually runs and, together with their partners, build intelligent solutions that transform and continuously improve the way they operate — unlocking billions in value. Celonis is headquartered in Munich, Germany, and New York City, USA, with more than 20 offices worldwide. # Approximately half of the top 200 companies of the Forbes Global 2000 are Celonis customers. # More than 30% of the Fortune Global 500, and more than 25% of the Fortune 500 are Celonis customers. # To date, Celonis customers have realized more than $8 billion in value, and identified more than $18 billion in value. Celonis has been recognized as: # Germany’s most valuable startup and one of the most valuable in New York City # One of the world’s 50 most valuable private companies # The first German decacorn and one of only 48 in the world # The second largest unicorn in Europe
Why Work With Us
Celonis is a dynamic, fast-paced, and rewarding place to work. Proudly calling ourselves Celonauts, we are innovators and change-makers who challenge the status quo. We tackle challenges together and celebrate our successes as a team in and out of the office. Together, we’re changing the world one process at a time. Care to join us?
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Celonis Teams
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Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Celonis offers a hybrid work policy, blending remote work flexibility with in-office collaboration. Employees enjoy the comfort of working from home while benefiting from teamwork and connection in our modern office spaces.
