Director, IAM/IGA Support Operations

Saviynt’s Enterprise Identity Cloud helps modern enterprises scale cloud initiatives and solve the toughest security and compliance challenges in record time. The company brings together identity governance (IGA), granular application access, cloud security, and privileged access (PAM) to secure the entire business ecosystem and provide a frictionless user experience. The world’s largest brands trust Saviynt to accelerate digital transformation, empower distributed workforces, and meet continuous compliance.

WHAT YOU WILL DOING

• Manage and lead an Operations and Support team 
• Provide overall operation management and governance including status reporting, resource planning, and task management for the team 
• Analyze and assist with issues and tickets created for Saviynt tools by application teams, end-users, and control operators 
• Assist in the establishment of cross-functional team forums to resolve technical issues and get operational issues sorted 
• Lead the Saviynt Customer and Platform Support (CPS) to deliver world-class support and build a customer-obsessed team of deep technology experts who are highly motivated to deliver industry-leading technical support in every interaction 
• Effectively partner across our global organization to support company priorities and delight customers who need support 
• Develop and maintain strong relationships with cross-functional teams such as Engineering Support, QA, Product, Customer Success, and to help influence and drive outcomes with key technical and business leaders within the organization, to accelerate customer issue resolution, and represent the voice of our customers 
• Raise top issues and customer pain points to the appropriate teams to improve self-help opportunities and to drive volume reduction. 
• Set an example and coach the team to share automation, self-help, and diagnostic assets with customers and reinforce the benefit of proactive troubleshooting. 
• Drive adoption of customer experience optimization through data-based indicators 
• Utilize outcome-based metrics, including such operational measures (such as CSAT, SLA efficacy, ticket throughput, and ticket backlog) to better understand the customer experience and operational health; develop and execute action plans to improve operations when not meeting customer expectations or encountering areas that do not adhere to operational standards 
• Consistently enable the team to conduct case reviews to maintain case wellness, proactively engaging customers as needed
• Coach team members to leverage knowledge assets, tools, and other resources to resolve customer issues quickly
• Foster a culture of collaboration within your team; look for opportunities to quickly help those needing collaboration assistance
• Engage in customer escalations; resolve the concern and look for ways to avoid similar escalations in the future
• Attract strong talent to the team and ensure a focus on learning to build deep expertise and appropriate breadth in all roles in the organization
• Build and foster a culture of empathy for Customer needs and a tenacious drive for providing impactful solutions that meet the need and deliver value that improves our relationships with customers and partners 
• Deeply analyze support trends and take action on continuous improvement initiatives through a strong partnership with Support Engineering, Product Management, CSMs, etc.
• Empower self and colleagues to embrace a Growth Mindset, do what’s right for customers, practice boundary-less collaboration, act with courage to do the right things for customers, build trust and work together to achieve shared business goals. 
• Regular collaboration and re-use of best practices from other organizations both inside and outside of Customer & Platform Support for role alignment and continuous learning/infusion of best practices from cross-functional Business Units. 
• Model and coach for growth mindset, reward those who demonstrate customer centricity, agility, and innovation to achieve customer delight. 
• Enhance the team through leveraging and applying feedback data such as 360 feedback cultivating development plans for all and making space and time for learning activities

WHAT YOU BRING

• Strong knowledge of support metrics
• Experience in B2B enterprise security 
• Working knowledge of support and engineering collaboration 
• Driving creativity and fostering an innovate problem solving culture
• Demonstrated ability to think outside the box to solve problems 
• Excellent Operations and Support Lifecycle knowledge
• Strong executive presence and the ability to communicate complexity to nontechnical audiences
• Strong presentation, reporting, and communication skills, both verbal and written
• Must be