Senior Manager Customer Support Pune based
Senior Manager Customer Support Pune based
Posted on :
15-04-2025
Employer Active
1 Vacancy
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Job Description
As the Senior Manager Customer Support you will lead and manage the local Customer Support Engineers team ensuring the delivery of worldclass technical support to CyberArks enterprise customers. You will collaborate with global teams and departments to resolve complex customer issues while continuously driving the improvement of processes and operations. Your role will include:
- Leadership & Team Development: Lead mentor and support the development of the Customer Support team to foster a highperformance culture.
- Global Support Ownership: Oversee the support provided to CyberArks global customers by local team members global teams and crossdepartmental partners.
- Escalation Management: Take ownership of business and technical escalations ensuring prompt resolution through collaboration with global teams and departments.
- Operational Excellence: Finetune and optimize processes to align with the teams daily operations and strategic objectives.
- Performance Management: Define measure and track team KPIs driving continuous improvement in productivity quality and success.
- Strategic Collaboration: Contribute to defining the team roadmap aligning with CyberArks broader business strategy and goals.
- Mentorship & Technical Expertise: Act as a mentor and coach maintaining uptodate technical expertise across CyberArks full range of IT security and privileged identity management products.
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Qualifications :
- Leadership Experience: 10 years in a leadership or supervisory role with a proven track record of managing highperforming teams.
- CustomerCentric Mindset: A deep commitment to customer success with strong empathy and a proactive approach to solving customer issues.
- Escalation Management: Expertise in handling technical escalations and collaborating with crossfunctional teams to resolve complex problems.
- Resilience Under Pressure: The ability to stay calm and make effective decisions in highpressure situations.
- People Development: Proven experience in hiring training and mentoring team members to achieve excellence.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
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