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Technical Support Escalation Manager

Cyber Ark

Dec 24

Technical Support Escalation Manager (Remote)

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. 

 

The main responsibility of the Escalation Manager is to bring order, structure, and focused attention to retention of existing customers and resolution of customer problems to gain complete customer satisfaction. The Escalation Manager has overall responsibility for driving, participating, and managing overall problem resolution and escalation process at the situation level. As a member of a Technical Support leadership team the Escalation Manager participates in defining and executing Technical Support department strategy. This is a high-visibility high-impact role within the Customer Care organization.

Responsibilities:

  • Customer retention through effective management of escalation
  • Analyze trends behind customer retention, establish processes that lead to higher levels of customer satisfaction, and target levels of maintenance renewals
  • Being a focal point of contact for the customer, keeping the customer up-to-date with case progress, making sure the real problem is being address to the customer's satisfaction.
  • Crisis management
  • Establish correct expectations and ensure resolution through effective communication with all parties involved
  • Establish a focal point of contact for CyberArk, interfacing with other departments (i.e. Sales, R&D, Product Management).
  • Demonstrate ownership of customer issues and work proactively with different customer groups to resolve issues in a timely manner.
  • Ensure that all customer escalations and complaints are managed to excellent professional standards

 

Requirements:

  • Expert-level experience with CyberArk technology or Information Security field
  • Understanding and experience of large enterprise IT environments, and related ITSM processes
  • Ability to stay focused and calm under stress, clearly communicate to the customer and internal stakeholders
  • Demonstrated ability to assume sole and independent responsibilities
  • Ability to keep track of numerous detail-intensive, interdependent tasks and ensure their accurate completion
  • Demonstrated knowledge of Information Security and Network Architecture concepts
  • Bachelor’s Degree in Computer Science or related field.
  • Experience with DevOps concepts and tools preferred
  • IT Project Management experience in large enterprise environment preferred

 

Skills:

  • Customer Service
  • Communication
  • Attention to detail
  • Systematic analytical approach to issue handling
  • Ability to define highly effective processes
  • Excitement about intense work in a fast-paced rapidly expanding company
  • Enterprise Information Technology and ITIL principles
  • Understanding of Information Security in various environments.

 

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

 

COVID-19 vaccination is a condition of employment at CyberArk, subject to reasonable accommodation where required by law.