Professional Services Business Development Manager (Service Sales)

We are a global team of innovators and pioneers dedicated to shaping the future of observability. At New Relic, we build an intelligent platform that empowers companies to thrive in an AI-first world by giving them unparalleled insight into their complex systems. As we continue to expand our global footprint, we're looking for passionate people to join our mission. If you're ready to help the world's best companies optimize their digital applications, we invite you to explore a career with us! Your opportunity We are looking for an experienced Support Manager to lead a connected and deeply technical team dedicated to delivering an easy-going, memorable customer experience. Working under the APJ Director of Global Support Engineering, this person will have full accountability for the results of their Support Engineering team, with high-level coordination and recommendations to other customer experience partners including the overall Global Technical Services team, Engineering, Product and Go To Market (GTM). The team's main purpose is to ensure our customers love New Relic software. The Manager of Global Support Engineering needs a track record of successful support operations management in a fast-growth environment. What you'll do * Manage day-to-day operations of a highly skilled and connected team of support engineers, ensuring the structure and operations of Support Engineering teams meet current and future business needs * Coach and mentor your team, facilitating the pursuit and expansion of individual and team potential. Provide deliberate development, ensuring everyone has the opportunity to do their best work * Support change and drive outcomes aligned with global business objectives. Provide support and direction vital for business success, employee satisfaction, and premier customer experience * Lead projects, programs, and/or initiatives, innovating and iterating to successful outcomes that propel the company forward * Work collaboratively with Support Managers, collectively accountable for global service level objectives, and engaging problems as a team * Participate in an on-call rotation * Serve as a point of contact for customer issues and escalations, ensuring the appropriate resources are engaged for timely action and proper traction This role requires * Have 5+ years experience successfully leading people and teams, and running operations for highly responsive software support * Can articulate the importance of customer experience and can bring others along on the journey for increasingly positive results, bridging the gap between business needs and technical details * Demonstrable communication, personnel management, and coaching skills * Have the ability to gather, analyze and interpret data, paired with a passion to identify, define, and resolve problems * Have a dedication to supporting the growth and success of the team and peers – we measure managers by their contributions to the success of others and building positive culture * Familiarity with business systems, especially customer support applications (Salesforce, ServiceCloud, Google Workspace, Tableau, etc.) Bonus points if you have * Prior leadership experience in a high tech, fast-growth, SaaS corporate environment with a broad knowledge of technical support functions and operations * Experience collaborating with multi-functional teams * Knowledge of software industry trends, specifically in Application Performance Management   Fostering a diverse, welcoming and inclusive environment is important to us. We work hard to make everyone feel comfortable bringing their best, most authentic selves to work every day. We celebrate our talented Relics’ different backgrounds and abilities, and recognize the different paths they took to reach us – including nontraditional ones. Their experiences and perspectives inspire us to make our products and company the best they can be. We’re looking for people who feel connected to our mission and values, not just candidates who check off all the boxes.  If you require a reasonable accommodation to complete any part of the application or recruiting process, please reach out to resume@newrelic.com [resume@newrelic.com]. We believe in empowering all Relics to achieve professional and business success through a flexible workforce model. This model allows us to work in a variety of workplaces that best support our success, including fully office-based, fully remote, or hybrid. Our hiring process In compliance with applicable law, all persons hired will be required to verify identity and eligibility to work and to complete employment eligibility verification. Note: Our stewardship of the data of thousands of customers means that a criminal background check is required to join New Relic. We will consider qualified applicants with arrest and conviction records based on individual circumstances and in accordance with applicable law including, but not limited to, the San Francisco Fair Chance Ordinance [https://sfgov.org/olse/sites/default/files/FCO%20poster2020.pdf]. Headhunters and recruitment agencies may not submit resumes/CVs through this website or directly to managers. New Relic does not accept unsolicited headhunter and agency resumes, and will not pay fees to any third-party agency or company that does not have a signed agreement with New Relic. New Relic develops and distributes encryption software and technology that complies with U.S. export controls and licensing requirements. Certain New Relic roles require candidates to pass an export compliance assessment as a condition of employment in any global location. If relevant, we will provide more information later in the application process. Candidates are evaluated based on qualifications, regardless of race, religion, ethnicity, national origin, sex, sexual orientation, gender expression or identity, age, disability, neurodiversity, veteran or marital status, political viewpoint, or other legally protected characteristics.  Review our Applicant Privacy Notice at https://newrelic.com/termsandconditions/applicant-privacy-policy [https://newrelic.com/termsandconditions/applicant-privacy-policy]

Celonis is the global leader in Process Intelligence and the pioneer of Process Mining technology. As one of the world’s fastest-growing enterprise SaaS companies, we are changemakers pushing the boundaries of what’s possible. We invest heavily in advanced AI capabilities—specifically our Process Intelligence Graph—to turn data insights into immediate business action. We believe there is a massive opportunity to unlock global productivity and sustainability by placing intelligence at the core of every business process. Join our mission to make processes work for people, companies, and the planet. Deployment Engineer The Team Celonis Services is the delivery engine of our Celonis Customer Organization, responsible for turning the Celonis platform into measurable, business-critical outcomes for our customers. In the AI era, our role has elevated: as AI agents like our own Apollo take on more of the technical build, our people focus on the work that drives real impact—understanding our customers' business-critical problems, designing the solutions that solve them, and quantifying the value delivered. Our Deployment Engineers and Deployment Architects pair deep domain and industry expertise with serious platform mastery and AI-augmented delivery, directing agentic systems while owning the judgment, architecture, and customer relationships that AI cannot replace. We deliver faster and smarter than ever, and we own the outcome: solution go-live, solution adoption, initial value realization support and the long-term success of our customers. The Role As a Deployment Engineer, you are the backbone of Celonis delivery. You lead the hands-on implementation of Celonis solutions for enterprise customers, combining platform expertise with AI-augmented workflows to deliver high-quality outcomes, fast. You use Celonis’s AI deployment tools as your primary instruments - directing agents to build data models, generate analyses, and configure operational solutions, while applying your own judgment to validate outputs, adapt to customer context, and ensure business relevance. This is not a traditional consulting role where you build everything manually. You are an AI-augmented delivery professional: you specify what needs to be built, direct AI agents to execute wherever possible, validate the results, and iterate with the customer. You generate value by understanding the customer’s business, translating their needs into technical specifications and solutions, and ensuring the platform delivers measurable impact. The Work You’ll Do Initiate and Connect * Conduct business discovery workshops to translate customers’ strategic objectives into high-impact Celonis use cases * Collaborate with the customer’s IT and business stakeholders to define project scope, data requirements, and success criteria * Ensure data connectivity and extraction pipelines are properly configured, working with specialist resources if required Build & Value * Direct AI deployment agents (Apollo) to build data models, process analyses, KPIs, and dashboards - writing clear specifications and validating agent outputs against business requirements * Build and configure Celonis solutions across the platform: Process Intelligence Graph, data transformations, process analysis, operational solutions, and AI-powered insights * Identify process inefficiencies and root causes using Celonis technology, always in close collaboration with the customer * Validate AI-generated outputs for accuracy, business relevance, and alignment with customer context - applying domain knowledge where the AI cannot * Lead value creation workshops and define measures to improve process inefficiencies * Define and build KPIs measuring the customer’s success and quantify business impact * Design and build operational solutions to drive value, adoption and improve process conformance  Rollout, Adoption, and Handover * Enable key customer users to use and extend the solution independently, setting the foundation for long-term adoption * Manage project outcomes against timelines, scope, and customer expectations * Train and demonstrate to customer users, guiding them on the path to sustained value * Document solution design decisions and configurations for future reference and handoff   Domain & Industry Depth * Develop and maintain deep expertise in one or more process domains (e.g., Supply Chain, Order to Cash, Procure to Pay, IT Service Management) or industry verticals * Translate domain knowledge into scalable solution patterns, reference architectures, and best practices that the broader team can leverage * Proactively identify and standardize high-value use cases within your domain, collaborating with Product and Business Apps teams to shape the platform roadmap What Makes This Role Different in the AI Era * You work with AI agents as your primary tools - your job is to direct, validate, and refine their output, not to write every line of code or build every analysis manually * You need strong specification and context engineering skills - the ability to translate a customer’s ambiguous business need into a precise instruction that an AI agent can execute correctly * You are expected to continuously learn and adapt as AI capabilities evolve, experimenting with new approaches and sharing what works with your peers * You balance speed with quality - AI accelerates execution, but you own the judgment calls on whether the output is right for this customer * You think in sustainable software solutions. While AI agents will generate first results quickly, you need to ensure that the operational solutions you build in Celonis are robust, user friendly, maintainable, and scalable The Qualifications You Need * Experience: 4+ years in Management or IT consulting, data/solution consulting, or process improvement consulting within software vendors, consulting firms, or system integrators. For Senior DE: 6+ years with demonstrated project leadership. * Platform skills: Ability to build and configure solutions on the Celonis platform, including data modeling, process analysis, KPI definition, and automation. Proficiency in PQL, SQL, and Python. * AI fluency: Comfort working with AI-assisted development tools (e.g., Claude Code, Codex, Cursor, etc.). Ability to write clear specifications, evaluate AI-generated outputs, and iterate effectively. Experience with prompt engineering or context engineering is a strong plus. * Business and process domain expertise : Strong understanding /deep expertise (based on seniority level) of enterprise business processes and financial metrics. Knowledge of standard ERPs (SAP, Oracle) and process areas (Inventory Management, Order to Cash, Procure to Pay, Accounts Payable) is a strong plus. * Consulting skills: Ability to steer customer workshops, present findings to management, manage stakeholder expectations, and deliver outcomes in the face of adversity and ambiguity. Comfortable working with both technical and business audiences.  * Analytical mindset: Excellent problem-solving skills with a value-driven orientation. Ability to translate business requirements into technical solutions and quantify business impact. * Learning agility: Willingness to continuously develop expertise through experimentation. Comfort with ambiguity and evolving tools. * Education: Bachelor’s or Master’s in Technology Management, Business Informatics, Computer Science, Engineering, Business Administration, or a comparable field. * Languages: Fluency in English required. Additional languages are a plus. * Travel: Willingness to travel to customer location up to 50%, according to customer requirement and project delivery phases.  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 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. Get familiar with the Celonis Process Intelligence Platform by watching this video [https://academy.celonis.com/learn/video/discover-the-ems]. 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 [https://www.celonis.com/careers/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 [https://www.celonis.com/careers/privacy-notice/]. Please be aware of common job offer scams, impersonators and frauds. Learn more here [https://www.celonis.com/careers/fraud-alert/].