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Principal, Customer Connections Specialist 🔥


We're Celonis, the global leader in execution management and process mining technology, and one of the 50 most valuable private companies in the world. We believe that every company can unlock its full execution capacity - and for that, we need you to join us as a Principal, Customer Connections Specialist.

The Team:

The Customer Experience (CX) team is responsible for architecting an unparalleled experience that ensures each interaction with Celonis is orchestrated to empower every customer to realize perpetual value. Areas of focus include customer understanding (voice of the customer and intelligence), experience design (digital and non-digital journey experiences by customer segment) and customer advocacy (advisory and exchange forums, customer reviews, references and stories). 

The Role:

The Principal, Customer Connections Specialist will report to the leader of Customer Advocacy. The role will establish and manage programs such as customer advisory council(s) and customer/ user exchange forums. These programs will focus on driving opportunities for customers to collaborate with their peers and the broader Celonis ecosystem on industry trends, leading practices and future solution needs. This is an incredible opportunity to orchestrate connections, heighten customer engagement, and drive community, success and advocacy with our customers.  

The work you’ll do:

  • Find the fans - Collaborate with Customer Understanding and Analytics team to establish cohorts and/or target personas. Work cross-functionally to recruit, activate and develop customer advocates. 
  • Create the space for influencers - Oversee development and delivery of a Customer Advisory Board strategy including customer selection criteria, key themes, event strategy & roadmap.
  • Connect peers - Formalize regional customer exchange/user groups with industry and solution experts.
  • Showcase - Cultivate and deliver a body of “Lighthouse” customer references that help drive brand awareness. 
  • Nurture - Drive continuous engagement with advisory & user group members; drive awareness and participation in events; identify opportunities to showcase customer stories.
  • Collaborate - Cross-functional alignment in design, planning, execution and follow up across all related programs.
  • Appreciate - Customer appreciation to motivate and inspire active participation in advocacy programs and to find new and compelling opportunities to engage.

The qualifications you need:

  • 10+ years of customer focused experience with 5+ years design and/or consulting work in CX and/or customer advocacy, customer success, customer marketing
  • Obsession for creating outstanding client experiences
  • Experience building relationships with customers based on trust
  • Experience creating business cases and justification to drive improvements
  • Excellent analytical, conceptual thinking, strategic planning and execution skills
  • Ability to deliver results with minimal guidance, short turnaround times, and progress in the face of ambiguity, effectively managing multiple projects while working under pressure
  • Prior experience in B2B SaaS
  • Fluency in written and verbal English

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, 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 [1] that guide everything we do: Live for Customer Value, The Best Team Wins, We Own It, and Earth Is Our Future

About Us

Celonis 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 [2]. 

#LI-EB1


  1. https://www.celonis.com/company/values/
  2. https://www.celonis.com/careers/diversity/

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