Escalation Manager
Cyberark

Who we are:

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 Twitter, LinkedIn or Facebook.

The main responsibility of the Escalation Manager is to bring order, structure, and focused attention to retention of existing customers and resolution of customer problems to gain complete customer satisfaction. The Escalation Manager has overall responsibility for driving, participating, and managing overall problem resolution and escalation process at the situation level. As a member of a Technical Support leadership team the Escalation Manager participates in defining and executing Technical Support department strategy. This is a high-visibility high-impact role within the Customer Care organization.

What you will do:

• Customer retention through effective management of escalation
• Analyze trends behind customer retention, establish processes that lead to higher levels of customer satisfaction, and target levels of maintenance renewals
• Being a focal point of contact for the customer, keeping the customer up-to-date with case progress, making sure the real problem is being address to the customer's satisfaction.
• Crisis management
• Establish correct expectations and ensure resolution through effective communication with all parties involved
• Establish a focal point of contact for CyberArk, interfacing with other departments (i.e. Sales, R&D, Product Management).
• Demonstrate ownership of customer issues and work proactively with different customer groups to resolve issues in a timely manner.
• Ensure that all customer escalations and complaints are managed to excellent professional standards

What you need to succeed:

• Expert-level experience with CyberArk technology or Information Security field
• Understanding and experience of large enterprise IT environments, and related ITSM processes
• Ability to stay focused and calm under stress, clearly communicate to the customer and internal stakeholders
• Demonstrated ability to assume sole and independent responsibilities
• Ability to keep track of numerous detail-intensive, interdependent tasks and ensure their accurate completion
• Demonstrated knowledge of Information Security and Network Architecture concepts
• Bachelor's Degree in Computer Science or related field.
• Experience with DevOps concepts and tools preferred
• IT Project Management experience in large enterprise environment preferred

How you will stand out from the crowd:

• Customer Service
• Communication
• Attention to detail
• Systematic analytical approach to issue handling
• Saas/ Cloud Experience
• Ability to define highly effective processes
• Excitement about intense work in a fast-paced rapidly expanding company
• Enterprise Information Technology and ITIL principles
• Understanding of Information Security in various environments.

CyberArk is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status.

We are unable to offer visa sponsorship at this time.

The salary range for this position is $80,000 - $140,000/year, plus commissions or discretionary bonus, which will be based on the employee's performance. Base pay may also vary considerably depending on job-related knowledge, skills, and experience. The compensation package includes a wide range of medical, dental, vision, financial, and other benefits.

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