Senior Manager of Support Operations, Saviynt
$140-160k
Office located in El Segundo, CA
Identity & governance platform
Be an early applicant
Identity & governance platform
501-1000 employees
Be an early applicant
$140-160k
Office located in El Segundo, CA
501-1000 employees
Company mission
To safeguard enterprises through intelligent, cloud-first identity governance and access management solutions.
Role
Who you are
- Strong Problem/Incident/Recovery management foundations
- Demonstrated ability to remain “cool, calm, and collected” during a crisis
- Working knowledge of support management process and tools in a high-tech software company
- Successful candidates will combine negotiation and resource management skills with a solid understanding of support delivery processes
- Flexibility, integrity, and creative problem-solving skills are a pre-requisite to be successful in this role
- A results-oriented individual with a background in a technical support, customer service environment
- Must demonstrate outstanding verbal/written communication and interpersonal skills at all levels of the organization
- A team player who is influential and builds good working relationships across all functions and across all geographic regions
- Sound judgment and ability to make decisions, with consideration of all alternatives and risks
- Ability to work and coordinate priorities well under pressure
- Project management of virtual teams
- Manage across organizational boundaries, collaborating with functional managers worldwide
- 5+ years supporting and managing technical environments; 2+ years demonstrated leadership skills under fast-paced, emergency situations
- 7+ years related work experience (e.g., combination of working in an enterprise support leadership role, project management, business process operations, product management, engineering operations, business or product strategy, technical consulting, data analysis)
- 3+ years leading and developing a global team
- 2+ years of product experience (e.g., engineering)
- Expertise in Salesforce.com reporting and dashboards
- Prior experience in automation technology would be a plus
- A track record of meeting complex stakeholder needs under tight timelines and resource constraints
- You excel in these key competencies;
- Iterative mentality – start with the 80% solution and improve over time
- Ability to relentlessly prioritize based on business impact
- Strong communication skills are required to align a range of stakeholders on priorities, timing, and output
- Technical depth to enable collaboration with our Product and Development teams
- Ability to work in diverse, fast paced environment and effectively collaborate across teams
- Ability to juggle multiple projects and initiatives simultaneously
- Ability to present complex technology concepts to Senior executives in an understandable way
- Drive improvements based on data analysis and evidence to bring positive change to Global Support
What the job involves
- We are looking for a Senior Manager to lead our Global escalations team and manage the interface with our Internal teams for a stellar customer experience
- The role reports to the SVP of Global Customer Support and will Implement the strategy for managing escalations in collaboration with our Support and Product Leadership
- This role is responsible for providing leadership and direction to the teams responsible for managing Customer Escalations, Critical Situations and the proactive prevention of escalations resulting in lower case escalation rate, Increased overall customer satisfaction and Customer retention
- You will manage virtual teams across our global Organization, focusing resources to demonstrate to our customers that their problem is being worked with the Highest levels of urgency and visibility within Saviynt
- Responsibilities include effective communication with all Levels of the organization and managing all events and recovery efforts of critical customer outages
- Coordination Efforts may require support from a combination of Saviynt Technical Support, Engineering, and third-party Vendors
- This function will liaise with internal teams such as Support Delivery, Product, PMO, Development and Maintenance teams to drive insights into escalation trends, patterns, and opportunities to prevent escalations and The resulting customer experience
- Leading, planning, and managing the resolution of technical problems with serious consequences to Saviynt and our customers
- Drive the internal Escalation Management, including focus on proactively preventing escalations
- Oversee the Focus accounts Program
- Creation and maintenance of recovery playbooks for commonly occurring customer patterns and issues
- Manage the Critical Situations Process, including process enhancements, and tool evaluation and deployment
- Coordinate with peer managers worldwide on resources, issues and schedules for Weekend/Holiday coverage
- Create and manage all global processes for the case escalation process, including Single customer Severity one Case escalations and Delivery process to meet our SLA, update, and resolution targets
- Measure and manage escalation activity reporting and driving actions for WW delivery teams focused on closed loop corrective actions
- Responsible for ensuring adherence to the Global-Handoff process, and the Handling Instructions for our customers aligned with their Support entitlements
- Define operational initiatives that prevent escalations, improve our escalation handling and related efficiency
- Focus on reducing escalations via Knowledge Centric support, Training L2 teams via requisite tools
- Responsible for defining escalation processes, recommending, and agreeing improvements with other affected functions, then ensuring successful implementation
- Manage technical projects as assigned
- Work with cross-organizational teams; build seamless partnerships throughout support, sales, engineering, and other organizations within Saviynt
- Negotiating and influencing skillfully with cross-functional groups such as Development, Product
- Management, Finance, and IT to resolve key issues
- Regularly interacting with senior management or executive levels on matters concerning several functional areas, divisions, and/or customers. Requires the ability to change the thinking of, or gain acceptance from, others in sensitive situations, without damage to the relationship
Our take
Sayvint’s Identity Governance and Administration platform helps secure access to corporate systems in the cloud such as Workday, Office 365, AWS, Salesforce, SAP and Hadoop. It was created to offer an innovative, modern solution as its founder believed that existing identity services were not optimised.
By spending its early years in stealth mode, developing its product technology and switching to a cloud based model, the company was well prepared for a quick up-scale. This has been achieved partly because of the fact that it favours targeting large companies, boasting clients like Marriott, BP, KuppingerCole and Toyota Connected.
Sayvint faces a major rival in the form of SailPoint, which was an earlier entrant in the space, and went public sooner. However, Sayvint is growing rapidly and has converted some notable customers from SailPoint in the process. The company has continually invested in its platform to maintain a competitive edge, earning industry recognition along the way, and has recently concentrated on securing new customers and growing its partner ecosystem.
Steph
Company Specialist
Insights
Company
Funding (2 rounds)
Sep 2021
$130m
EARLY VC
Apr 2018
$40m
SERIES A
Total funding: $170m
Company benefits
- Medical, dental, vision, & retirement programs
- Flexible Time Off
- Food, Drinks, & Snacks
- Bonding Time - birthday celebrations, holiday parties , and team outings to get more fun time together
- Employee Recognition - we celebrate and recognize when our people go above and beyond
Company values
- We Innovate: We make the impossible possible
- We Focus on Our Customers: We put our customers first, always. Everytime
- We Deliver Results: We take the initiative and we go for it
- We Respect One Another: We care about and honor our people
- We Remain Accountable: We are in the pursuit of excellence, together
Company HQ
El Segundo, CA
Articles
Leadership
Sachin Nayyar
(CEO)Sachin worked as CEO of Vaau for 3 years before joining Sun Microsystems as a Chief Identity Strategist. They were also CEO of Securonix for 13 years.
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