Sr. Director, Support Operations

WHAT YOU WILL BE DOING

• 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

WHAT YOU BRING

• 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.