Senior Manager

Job Description

What You Will Do

CyberArk customer Support Team provides specialist technical support for the company’s worldwide enterprise customers and partners. They support the entire CyberArk product line of IT Security and Privileged Identity Management 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 such teams across the globe, working together to provide full coverage, and excellent enterprise level support.

Reporting to the Senior Director - Customer Support, the Customer Support Manager will manage and lead the local Enterprise Support Engineers team, as well as managing the day-to-day operation. The Customer Support Manager is part of the Customer Support Leadership, responsible for the direction of product specialist support in CyberArk. 

• Lead, manage, mentor, and ensure development of the local Customer Support team
• Be responsible for support provided to all of CyberArk’s global customers, by local team members, global teams, and other departments
• Manage and own business and technical escalations, together with other departments and regions, through to resolution
• Builds and fine tune processes in alignment with daily operations
• Define, and measure team KPI’s, tracking team performance and drive 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
• Learns about the business and implement competitive advantage drivers
• Seeks to understand the strategic planning process and how his/her work relates to the business overall.
• Serve as mentor and coach, maintaining technical expertise with CyberArk’s wide range of products

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Qualifications

What You Need To Succeed:

• 15+ years' experience in Technical Support or a similar technical team
• Knowledge and experience in enterprise environments
• 5+ years in a supervisory or leadership capacity 
• Customer centric, leader by heart with heightened sense of empathy
• Experience in handling escalations 
• Resiliency to stressful situations, ability to stay calm and maintain effective decision-making ability under pressure
• Experience in hiring, training and mentoring people for excellence
• Ability to define and design tools and processes
• Positive can-do attitude, both internally and in customer-facing situations.
• Excellent communication and organizational skills
• Excellent written and verbal English skills Proven technical skills
• Strong knowledge of Windows and *NIX operating systems
• Capable of understanding the technical aspects of a complex systems
• Proven Team player with track record in developing high performing teams
• Experience in managing multiple disciplines within a support organizations a plus