Senior Manager, Customer Support

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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