Senior Manager, Customer Support (Pune based)

About CyberArk:
CyberArk (NASDAQ: CYBR), is the global leader in Identity Security. Centered on privileged access management, CyberArk provides the most comprehensive security offering for any identity – human or machine – across business applications, distributed workforces, hybrid cloud workloads and throughout the DevOps lifecycle. The world’s leading organizations trust CyberArk to help secure their most critical assets. To learn more about CyberArk, visit our CyberArk blogs or follow us on X, LinkedIn or Facebook.

As the Senior Manager, Customer Support, you will lead and manage the local Customer Support Engineers team, ensuring the delivery of world-class technical support to CyberArk’s 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 high-performance culture. 
• Global Support Ownership: Oversee the support provided to CyberArk’s global customers by local team members, global teams, and cross-departmental partners. 
• Escalation Management: Take ownership of business and technical escalations, ensuring prompt resolution through collaboration with global teams and departments. 
• Operational Excellence: Fine-tune and optimize processes to align with the team’s 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 CyberArk’s broader business strategy and goals. 
• Mentorship & Technical Expertise: Act as a mentor and coach, maintaining up-to-date technical expertise across CyberArk’s full range of IT security and privileged identity management products. 

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• Leadership Experience: 10+ years in a leadership or supervisory role, with a proven track record of managing high-performing teams. 
• Customer-Centric 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 cross-functional teams to resolve complex problems. 
• Resilience Under Pressure: The ability to stay calm and make effective decisions in high-pressure situations. 
• People Development: Proven experience in hiring, training, and mentoring team members to achieve excellence.