As the VP Global Support at Celonis, Bob leads the daily operations and transformation of the global support team that serves over 1500 customers, partners, and employees. He has been in this role since October 2021, and is certified in Celonis Foundations, a platform that enables process mining and improvement. With more than 20 years of experience in customer support and success roles, Bob has a proven track record of growing and scaling teams, improving support metrics, processes and systems, and delivering support experiences that define brands and build customer loyalty. He focuses on delivering continuous improvement of support services via use of AI, knowledge and self service. He has also designed and launched innovative support offerings, such as the Mission Critical Support for enterprise customers, that generate revenue and value for the company.