Regional Customer Care Manager - APAC - Jobs in Field, ON

Job Description

Make (formerly Integromat and acquired by Celonis) is the leading visual platform for anyone to design, build, and automate anything—from tasks and workflows to apps and systems—without the need for coding skills. We are headquartered in the flourishing tech hub of Prague, Czech Republic, and our teams are spread across the USA, UK, Germany, France, Canada, India and Chile, among other locations.The Team:As a Regional Customer Care Manager you will be responsible for running our entire APAC Customer Care Team. You will ensure that your regional strategy is in alignment with our Global Customer Care strategy and you will make sure that the team is meeting their strategic goals. In this role you will get to wear many hats; you will be in charge of operational efficiency within your region, understanding your regional challenges and acting as a trusted leader. The key to success in this role is passion towards helping others to succeed.Roles & Responsibilities

• Manage the day-to-day of the entire a Customer Care team
• Work closely with the Head of Global Customer Care to influence the Global Customer Care Strategy and implement the strategy within your region
• Guarantee operational efficiency by managing short and long-term capacity planning and ensuring each customer inquiry is handled within SLA
• Understand our KPIs and monitor the team and individual performance to detect possible issues and mitigate those early on
• Secure and monitor the quality of our engagements towards Customers to maximize satisfaction
• Plan regular coaching sessions with each team member to provide guidance and support to help them improve and grow within Make
• Master and continuously improve our Customer Care processes in tight collaboration with our Business Operations team
• Support Customer Care specialists in the event of conflictual situations with Customers and eventually settle them bringing mutual benefits to both Customers and Make
• Actively participate in monthly Product Reviews to help improve our platform and serve our Customers better
• Monitor progress of escalated issues to our Product Team in order to shorten Product release cycles
• Continuously document each process to ensure efficient knowledge sharing within your team
• Partner with other Regional Managers and Business Operations to share best practices and identify global opportunities for improvement

The qualifications you need:

• English fluency
• 5+ Years of People Management experience - preferably in a scale-up environment
• Passionate about Customer satisfaction and understanding of commonly used metrics
• Excellent communication skills - written and verbal
• Strong leaderships skills and eagerness to motivate individuals
• High level of patience, empathy and emotional intelligence
• High expertise in capacity planning and shifts management
• Strong organizational skills and process-oriented to keep increasing efficiency
• Data-driven decision maker
• A true problem solver who understands the complexity of Customers’ needs and constraints
• Mastery of API ecosystems (endpoint management, webhooks…)
• Coding experience would be a strong advantage
• Team spirit and humility

What Celonis can offer you:

• The unique opportunity to work within a new category of technology, Execution Management
• Investment in your personal growth and skill development (clear career paths, internal mobility opportunities, mentorships, yearly development stipend)
• Great compensation and benefits packages (stock options, 401(K) matching, generous time off, parental leave, and more)
• Work from home support (mindfulness tools such as Headspace, monthly remote working stipend, flexible working hours, virtual events and workshops)
• A global and growing team of Celonauts from diverse backgrounds to learn from and work with
• An open-minded culture with innovative, autonomous teams
• Employee resource communities to help you feel connected, valued and seen (Women@Celonis, Parents@Celonis, Pride@Celonis, Resilience@Celonis, and more)
• A clear set of company values that guide everything we do: Live for Customer Value, The Best Team Wins, We Own It, and Earth Is Our Future

About UsCelonis believes that every company can unlock its full execution capacity. Powered by its market-leading process mining core, the Celonis Execution Management System provides a set of applications, and developer studio and platform capabilities for business executives and users to eliminate billions in corporate inefficiencies. Celonis has thousands of global customers and is headquartered in Munich, Germany and New York City, USA with 15 offices worldwide.Celonis is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Different makes us better.Quick Apply

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