Saviynt

Senior / Director, Customer Support

Atlanta · Director

Sponsorship not specifiedDetected 106 days ago

Data AnalysisIncident ResponseProduct ManagementProduct StrategyProject ManagementAccount ManagementNegotiationOnboardingCustomer SupportLeadershipCommunicationCollaborationProblem SolvingCritical Thinking

About the role

Saviynt is recognized as the leader in identity security, with solutions that protect and empower the world's leading brands, Fortune 500 companies and government institutions.

Responsibilities

Own the end-to-end strategy for application upgrades, and Hotfixes in all customer environments (Dev, QA, Production and any other), ensuring up grades are predictable, low-risk, and aligned with product release cycles.
Implement a clear, high-touch communication strategy to selected customersthat differentiates between Major release version upgrades and hotfix deployments
Collaborate and document the upgrade process/timelines for internalcollaboration and ongoing reporting to Saviynt teams.
Drive Early Access and Beta release cycles, systematically capturing user feedback to identify, prioritize, and resolve issues before general availability launch.
Build scalable processes and drive automation/AI to ensure upgrades are executed consistently (on time and per schedule).
Partner with Product and Engineering teams to develop an AI based framework, toreduce upgrade complexity through automation, standardization, and pre-validationchecks.
Assess and implement customer self-service tools to align with industry standards
Lead customer-facing briefings for strategic enterprise accounts requiring complexupgrades.
Lead post-upgrade reviews and implement continuous improvement initiatives.
Manage technical projects as assigned.

Requirements

10+ years related work experience (e.g., combination of working in an enterprise
Demonstrated ability to remain "cool, calm, and collected" during a crisis and
Ability to combine negotiation and resource management skills with a solid
Sound judgment and ability to make decisions, with consideration of all alternatives and risks.
Ability to work and coordinate priorities well under pressure.
A track record of meeting complex stakeholder needs under tight timelines and
Technical depth to enable collaboration with our Product and Development teams along with an ability to present complex technology concepts to Senior executives in an understandable way.

Nice to have

Expertise in FreshService reporting and dashboards
AI-first mentality and experience automating processes
If you're resilient and enjoy working in a dynamic environment you belong with us!
Saviynt is an equal opportunity employer and we welcome everyone to our team.

Skills

Built for the AI age, Saviynt is today helping organizations safely accelerate their deployment and usage of AI.
For more information, please visit www.saviynt.com.
Saviynt is seeking a visionary Director / Senior Director to redefine the enterprise experience for our award-winning IGA and IAM platforms.

Compensation

Complete security & privacy literacy and awareness training during onboarding and annually thereafter
Review (initially and annually thereafter), understand, and adhere to

Company info

Lead a global upgrade program responsible for orchestrating application upgrades across hundreds of enterprise customers.
Own customer upgrade planning and customer communication for Strategic and select customers as designated
Implement context-specific scheduling for customers based on business context, potential risks, customer onboarding roadmaps, and negotiate scheduling based on risk-mitigation.
Develop upgrade roadmaps and ensure customers remain within supported versions ofthe platform. Plan for 2-3 version upgrades during the year.
Develop upgrade roadmaps and ensure customers remain within supported versions ofthe platform.
Ensure customers receive clear, proactive communication regarding upcomingreleases, feature impacts, and upgrade windows.

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This listing is sourced directly from Saviynt's careers page and normalized into a canonical job model.