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.
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.