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Privilege Cloud Support Manager

Cyber Ark

Jul 02

Privilege Cloud Support Manager

About CyberArk

CyberArk Software, the global leader in privileged access management, helps organizations transform their business through improved security and reduced risk. As a trusted partner for thousands of companies around the world, CyberArk consistently sets the bar – driving innovation and helping our customers stay one step ahead of attackers.

About the Team

CyberArk’s Privilege Cloud Support Team provides Global customer support for the company’s worldwide enterprise customers and partners. They support the Privilege Cloud SaaS product line of IT Security and Privilege Identity Management solutions. They resolve the customer’s technical problems working closely with Customer Success Management, Security Services and Cloud Engineering.

About the Position

Reporting to the Director of Enterprise Support, the Enterprise Support Manager will manage a regional team of Cloud Support Engineers and lead the development and launch of the Global Privilege Cloud support program.  This position will be accountable for the Global support service and help drive a 24x7 operation. 

The Enterprise Support Manager is part of the Enterprise Support Leadership team, responsible for the direction of the Privilege Cloud support group in CyberArk.

Responsibilities:

  • Lead, manage, mentor, and ensure development of the regional Cloud Support team
  • Be responsible for support provided to all of CyberArk’s global customers, by local team members, global teams, and other departments
  • Manage business and technical escalations, together with other departments and regions, through to resolution
  • Define, and measure team KPI’s. Tracking team performance, and encourage continuous improvement
  • Participate in the definition, planning, and execution of the team roadmap according to CyberArk’s strategic targets. Includes defining processes, procedures, guidelines, and tools to improve the team’s productivity, quality, wellbeing, and success
  • Fully manage support related projects, inception to implementation. Working with other departments on such projects, and ensure their success
  • Learn about the business and what drives competitive advantage
  • Understand the strategic planning process and how his/her work relates to the business overall
  • Provide off-hours escalations coverage with other Support Managers on a rotation basis
  • Other duties based on the role as assigned
  • Some travel required including international, up to 20%

 

Qualifications:

  • 3+ years’ experience leading SaaS Support teams or a similar technical team
  • Experience in hiring, training, and mentoring people for excellence
  • Customer centric, leader by heart with heightened sense of empathy
  • Experience in managing critical customer escalations
  • Resiliency to stressful situations, ability to stay calm and maintain effective decision-making ability under pressure
  • Positive can-do attitude, both internally and in customer-facing situations
  • Excellent communication and organizational skills
  • Strong negotiation and influencing skills
  • Excellent written and verbal English skills
  • Capable of understanding the technical aspects of complex systems
  • Capable of researching and understanding third party software and APIs
  • Strong ability to troubleshoot issues and provide resolution
  • Ability to define and design tools and processes

 

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.

 

Recruiting agencies or vendors without a valid agreement between the parties are not authorized to (a) send CyberArk unsolicited resumes or candidate data or (b) contact CyberArk employees for the purposes of presenting candidates for employment. CyberArk will only work with recruiting agencies who have a valid agreement with CyberArk and that are specifically invited by CyberArk’s recruiting team to assist with searching for and submitting candidates for a specific position. Any unsolicited resumes or other candidate data submitted to CyberArk will not be accepted and shall be considered CyberArk’s property. CyberArk will not pay any placement or other fees of any kind for any unsolicited resumes or candidate data that is submitted in violation of this policy. CyberArk does not accept liability under any legal theory such as course of conduct, oral agreements, implied contracts, or otherwise based on negotiations with a candidate identified from an unsolicited resume or data in violation of this policy.