Sr. Director, 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.

Saviynt is a leading cloud-based Identity Governance and Administration (IGA/IAM) solutions provider. We are seeking a highly experienced and strategic leader to serve as our Director/Sr Director, Technical Support Delivery. This critical role requires customer-focused leadership over a diverse team of frontline technical support professionals across the Americas region. They will ensure the highest sustainable customer satisfaction with Saviynt products and services. They will be responsible for providing a primary regional interface into the support organization for other lines of business by establishing operational relationships within regional Sales, Pre-sales, and Services organizations, regional change management, adherence to established support processes, achieving the region’s performance goals, and partnering successfully with peer teams. As a Global Support management team member, the Director/Senior Director of Technical Support is technically competent and business-oriented. This role will manage a team of support staff to provide in-depth technical support to resolve the most complex and challenging issues Saviynt customers face.

• Key Responsibilities:
• Responsible for proactively managing the Americas customer region, including escalations, participating in field meetings, and developing a report with the region's critical global and enterprise customers.

• Resource, organize, and facilitate the team in providing high quality, accurate and timely customer support.

• Creatively manage and allocate resources to ensure appropriate availability and skill within the team and resolve customer issues in an optimum time frame.

• Act as an escalation point for high-severity customer issues that arise from within the team or directly from customers. Own, drive, and track customer escalations, including daily follow-ups, to achieve a successful resolution.

• Monitor and manage according to key metrics, which will measure the team's effectiveness in meeting key goals such as customer satisfaction and productivity. Continuously seek to improve processes and working practices to achieve these goals.

• Partner closely with Sales to ensure that POC's, Key Strategic Customers, and sales-driven escalations are handled with utmost priority.

• Work with Peer Managers to schedule staff, plan training activities, and conduct other non-customer-facing activities to meet Region Capacity requirements.

• Analyze Customer trends to ensure Knowledge base articles are promptly written, resulting in increased First-Contact Closure and Customer delight.

• Responsible for coaching and mentoring staff, including preparation of Individual Development plans.

• Ensure all support requests are managed, assigned, and completed according to agreed-upon expectations. This also includes conducting Case reviews to assist team members, coach them, and ensure SLA/OLA objectives are met.

• Make recommendations concerning the department's needs to meet expected growth and long-term strategic plans and create a positive workplace with opportunities for the team.

• Actively engage in Global Support initiatives and process/tool improvement efforts.
• Engage regional account team executives proactively to improve customer relationships and demonstrate commitment to the customer at the highest levels.

• Develop excellent working relationships with other Support management to enable the successful delivery of Premier Success and other value-added services.

• Responsible for reviewing customer satisfaction data and making recommendations to ensure Saviynt remains at the forefront of the industry in providing customer service.

• Coach and mentor the team to help develop their career, including current performance.
• Travel as required

• Key Qualifications:
• 10+ years experience in a technical support environment, handling highly complex issues.
• 5+ years at the management level, managing managers in addition to individual contributors and providing mission-critical support to large enterprise customers.

• Must have experience working directly with Enterprise Customer Support supporting Business customers.

• Strong understanding of operational infrastructure, metrics, processes, systems, and tools for running a Worldwide Support organization

• Must be passionate about delivering industry-leading Customer support and thrive in a fast-paced, high-energy environment.

• BS or MS in Computer Science, MBA preferred.
• Previous experience directing and maximizing the benefits of collaborating with global teams.
• Practical experience managing multiple support teams, including outsourcers, with a strong knowledge of all technical support functions and related engineering responsibilities.

• Must know the process and management of a technical Support center.
• Must demonstrate outstanding verbal and written communication skills.
• Must be technically literate and be able to articulate technical issues in a meaningful way to both engineers and executive-level management.

• Must be capable of dealing confidently and professionally at the executive level internally and with customers.

• Domain knowledge in networking security is preferred but not required.
• Strong change management skills are critical to implementing various global strategies.

• Preferred Qualifications:
• Demonstrated ability to implement and manage cross-functional projects from planning to delivery with tight deadlines.

• Ability to work in a fast-paced environment with multiple projects under tight deadlines with a can-do attitude

• Flexibility, integrity, and creative problem-solving skills are prerequisites to success in this role.

• A team player who is influential and builds good working relationships across all functions.
• Proven ability to manage complex processes and drive continuous process improvement.
• Excellent project management skills, including demonstrated ability to manage projects across teams where influencing skills are required.

• Ability to respond to high-profile, high-impact customer/product escalations in a way that drives customer loyalty.

• Solid business sense, including experience with cost/benefit analyses.
• Experience developing and maintaining productive relationships across organizations to ensure achievement of business initiatives and objectives.

• Highly motivated, with a strong sense of achievement and the willingness to lead and contribute supportively to a dynamic team environment.

We offer you a competitive total rewards package, learning and tremendous opportunities to grow and advance in your career. At Saviynt, it is not typical for an individual to be hired at or near the top of the range for their role and final compensation decisions are dependent on many factors including, but are not limited to location; skill sets; experience and training; licensure and certifications; and other relevant business and organizational needs. A reasonable estimate of the current range is $200,000 - $210,000 annually.

You may also be eligible to participate in a Saviynt discretionary bonus plan, subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance.

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 that 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.