Who we are:
CyberArk (NASDAQ: CYBR) is the global leader in Identity Security. Centered on privileged access management, CyberArk provides the most comprehensive security offering for any identity - human or machine - across business applications, distributed workforces, hybrid cloud workloads and throughout the DevOps lifecycle. The world's leading organizations trust CyberArk to help secure their most critical assets. To learn more about CyberArk, visit our CyberArk blogs or follow us on Twitter, LinkedIn or Facebook.
About the Team:
CyberArk Global Customer Support provides front-line technical support for the company's worldwide customers and partners. The team supports the entire CyberArk product line of Identity Security solutions. They resolve the customer's technical problems by interacting with them via web, phone, and email.
CyberArk as a market leader, with global presence, has teams across the globe, working together to provide 24x7 coverage, and world-class enterprise-level support.
About the Position:
CyberArk is seeking a seasoned Director of Global Customer Escalations who will be responsible for leading and scaling a team of regional Escalation Managers who orchestrate customer escalation activities. Reporting to the Vice President of Global Customer Support, the role has responsibility for the strategy, planning and development of the escalation function, aligning to the global support vision and mission. Leading a team of escalation managers and working with escalation engineers, the role will be responsible for managing customer escalations and achieving high levels of customer satisfaction. This position will work closely with the regional support directors, R&D, and product management leaders to successfully drive customer escalations and work to mitigate similar issues from escalating in the future. In performing their duties, the Global Escalations Director will also closely collaborate with other leaders from success management, security services and sales to advocate for the customer and produce positive outcomes. This leader will drive change into the organization to ensure our ability to resolve issues quickly and proactively for our customers.
What you will do:
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