Director, Global Escalations
Cyberark

Columbus, Ohio

Posted in Manufacturing and Production


This job has expired.

Job Info


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:

  • Lead and scale a team of regional Escalation Managers to achieve customer escalation objectives and goals supporting the organizational vision and mission.
  • Manage and direct the team to drive customer escalations and reduce escalation volume through proactive engagement with the regional support teams, R&D and product management.
  • Ensure targeted service and performance standards through KPIs are achieved or exceeded.
  • Execute plans and initiatives that exceed customer expectations resulting in increased customer satisfaction and sales
  • Facilitate internal and external communication for executive-level customer escalations
  • Assist in the development of an annual business plan to incorporate support escalations best practices to meet market and company demands.
  • Lead the recruitment process for continued growth of the global team inclusive of interviewing, coaching and leadership development.
  • Drive strategies that will result in lower attrition and higher productivity.
  • Establish and manage communication channels within and amongst departments
  • Perform other duties based on the role as assigned
  • International travel required, up to 20%

What you need to succeed:
  • Minimum 14 years of experience within the software or IT industry with 5 of those years being in a helpdesk/support or customer-facing capacity
  • At least 6 years in a management/supervisory or leadership capacity
  • At least 3 years of experience handling high-level/high-intensity escalations
  • Experience managing people remotely and across regions
  • Ability to motivate, mentor, and engage the workforce
  • Excellent verbal and written communication skills
  • Strong negotiation and networking skills
  • High commitment to customer satisfaction and a relentless customer focus
  • Experience fostering leadership at all levels
  • Bachelor's degree in Computer Science, Business Management, or related field/experience
  • Cybersecurity experience preferred

CyberArk is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status.

We are unable to sponsor or take over sponsorship of employment Visa at this time.

The salary range for this position is $95,000 - $170,000/year, plus commissions or discretionary bonus, which will be based on the employee's performance. Base pay may also vary considerably depending on job-related knowledge, skills, and experience. The compensation package includes a wide range of medical, dental, vision, financial, and other benefits, as well as equity.

#LI-SS1


This job has expired.

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