Senior Manager, Support Operations

Saviynt is an identity authority platform built to power and protect the world at work. In a world of digital transformation, where organizations are faced with increasing cyber risk but cannot afford defensive measures to slow down progress, Saviynt’s Enterprise Identity Cloud gives customers unparalleled visibility, control and intelligence to better defend against threats while empowering users with right-time, right-level access to the digital technologies and tools they need to do their best work.

We are looking for a Senior Manager to lead our Global escalations team and manage the interface with our

internal teams for a stellar customer experience. The role reports to the SVP of Global Customer Support and will

implement the strategy for managing escalations in collaboration with our Support and Product Leadership. This

role is responsible for providing leadership and direction to the teams responsible for managing Customer

escalations, Critical Situations and the proactive prevention of escalations resulting in lower case escalation rate,

increased overall customer satisfaction and Customer retention. You will manage virtual teams across our global

organization, focusing resources to demonstrate to our customers that their problem is being worked with the

highest levels of urgency and visibility within Saviynt. Responsibilities include effective communication with all

levels of the organization and managing all events and recovery efforts of critical customer outages. Coordination

efforts may require support from a combination of Saviynt Technical Support, Engineering, and third-party

vendors.

This function will liaise with internal teams such as Support Delivery, Product, PMO, Development and

Maintenance teams to drive insights into escalation trends, patterns, and opportunities to prevent escalations and

the resulting customer experience.

WHAT YOU WILL DO:

• Leading, planning, and managing the resolution of technical problems with serious consequences to Saviynt and our customers
• Drive the internal Escalation Management, including focus on proactively preventing escalations.
• Oversee the Focus accounts Program
• Creation and maintenance of recovery playbooks for commonly occurring customer patterns and issues.
• Manage the Critical Situations Process, including process enhancements, and tool evaluation and deployment.
• Coordinate with peer managers worldwide on resources, issues and schedules for Weekend/Holiday coverage.
• Create and manage all global processes for the case escalation process, including Single customer Severity one Case escalations and Delivery process to meet our SLA, update, and resolution targets.
• Measure and manage escalation activity reporting and driving actions for WW delivery teams focused on closed loop corrective actions.
• Responsible for ensuring adherence to the Global-Handoff process, and the Handling Instructions for our customers aligned with their Support entitlements.
• Define operational initiatives that prevent escalations, improve our escalation handling and related efficiency.
• Focus on reducing escalations via Knowledge Centric support, Training L2 teams via requisite tools.
• Responsible for defining escalation processes, recommending, and agreeing improvements with other affected functions, then ensuring successful implementation.
• Manage technical projects as assigned.
• Work with cross-organizational teams; build seamless partnerships throughout support, sales, engineering, and other organizations within Saviynt.
• Negotiating and influencing skillfully with cross-functional groups such as Development, Product
• Management, Finance, and IT to resolve key issues
• Regularly interacting with senior management or executive levels on matters concerning several functional areas, divisions, and/or customers. Requires the ability to change the thinking of, or gain acceptance from, others in sensitive situations, without damage to the relationship

WHAT YOU BRING:

• Strong Problem/Incident/Recovery management foundations.
• Demonstrated ability to remain “cool, calm, and collected” during a crisis.
• Working knowledge of support management process and tools in a high-tech software company.
• Successful candidates will combine negotiation and resource management skills with a solid understanding of support delivery processes.
• Flexibility, integrity, and creative problem-solving skills are a pre-requisite to be successful in this role.
• A results-oriented individual with a background in a technical support, customer service environment.
• Must demonstrate outstanding verbal/written communication and interpersonal skills at all levels of the organization.
• A team player who is influential and builds good working relationships across all functions and across all geographic regions.
• Sound judgment and ability to make decisions, with consideration of all alternatives and risks.
• Ability to work and coordinate priorities well under pressure.
• Project management of virtual teams.
• Manage across organizational boundaries, collaborating with functional managers worldwide.
• 5+ years supporting and managing technical environments; 2+ years demonstrated leadership skills under fast-paced, emergency situations.
• 7+ years related work experience (e.g., combination of working in an enterprise support leadership role, project management, business process operations, product management, engineering operations, business or product strategy, technical consulting, data analysis)
• 3+ years leading and developing a global team
• 2+ years of product experience (e.g., engineering).
• Expertise in Salesforce.com reporting and dashboards
• Prior experience in automation technology would be a plus
• A track record of meeting complex stakeholder needs under tight timelines and resource constraints




You excel in these key competencies: 
• Iterative mentality – start with the 80% solution and improve over time
• Ability to relentlessly prioritize based on business impact
• Strong communication skills are required to align a range of stakeholders on priorities, timing, and output
• Technical depth to enable collaboration with our Product and Development teams.
• Ability to work in diverse, fast paced environment and effectively collaborate across teams
• Ability to juggle multiple projects and initiatives simultaneously
• Ability to present complex technology concepts to Senior executives in an understandable way
• Drive improvements based on data analysis and evidence to bring positive change to Global Support

If required for this role, you will:

- Complete security & privacy literacy and awareness training during onboarding and annually thereafter

- Review (initially and annually thereafter), understand, and adhere to Information Security/Privacy Policies and Procedures such as (but not limited to):

> Data Classification, Retention & Handling Policy

> Incident Response Policy/Procedures

> Business Continuity/Disaster Recovery Policy/Procedures

> Mobile Device Policy

> Account Management Policy

> Access Control Policy

> Personnel Security Policy

> Privacy Policy

Saviynt is an amazing place to work. We are a high-growth, Platform as a Service company focused on Identity Authority to power and protect the world at work. You will experience tremendous growth and learning opportunities through challenging yet rewarding work which directly impacts our customers, all within a welcoming and positive work environment. If you're resilient and enjoy working in a dynamic environment you belong with us!

Saviynt is an equal opportunity employer and we welcome everyone to our team. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.