Company Description
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 Twitter, LinkedIn or Facebook.
Job Description
The main responsibility of the Escalation Manager is to bring order, structure, and focused attention to the retention of existing customers and the 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 Support organization.
Duties include:
- Serve as an internal and external point of contact on customer escalations and ensure customer issues are resolved as soon as possible
- Lead and manage internal and customer meetings. Prepare agendas, adhere to timelines, facilitate discussions, and ensure clear communication of actionable outcomes.
- Handle customer interactions with empathy and professionalism. Use advanced de-escalation techniques to manage expectations and resolve issues.
- Work effectively with customers and colleagues across time zones and cultures. Foster strong relationships with global teams to ensure smooth collaboration and efficient issue resolution.
- Represent Customer Support organization while interfacing with other departments (i.e. Sales, R&D, Product Management) to drive resolution of escalated issues
- 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.
- Analyze trends behind customer retention, establish processes that lead to higher levels of customer satisfaction, and target levels of maintenance renewals.
- Ability to work in Shifts
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Qualifications
- Understanding and experience of large enterprise IT environments, and related ITSM processes.
- Minimum 2 years’ experience in Enterprise technical support, system administration, or related customer-facing roles.
- Excellent communication skills. Ability to clearly explain complex technical concepts to both technical and non-technical stakeholders.
- Proven track record of providing concise updates to customers and internal teams.
- Ability to remain calm, composed, and articulate when dealing with difficult customer situations.
- Ability to keep track of numerous detail-intensive, interdependent tasks and ensure their accurate completion.
- Passion for solving customer issues in a fast-paced and highly technical environment.
- Demonstrated knowledge of Information Security and Network Architecture concepts.
- Bachelor’s Degree in Computer Science or related field.
- Experience with CyberArk technology or Information Security field and IT Project Management is preferred
- Experience with DevOps concepts, Salesforce, Tableau and SharePoint would be an advantage.
What We Do
CyberArk 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.
For over a decade CyberArk has led the market in securing enterprises against cyber attacks that take cover behind insider privileges and attack critical enterprise assets. Today, only CyberArk is delivering a new category of targeted security solutions that help leaders stop reacting to cyber threats and get ahead of them, preventing attack escalation before irreparable business harm is done. At a time when auditors and regulators are recognizing that privileged accounts are the fast track for cyber attacks and demanding stronger protection, CyberArk’s security solutions master high-stakes compliance and audit requirements while arming businesses to protect what matters most.
With offices and authorized partners worldwide, CyberArk is a vital security partner to more than 6,770 global businesses, including:
More than 50% of the Fortune 500
More than 35% of the Global 2000
CyberArk has offices in the U.S, Israel, U.K., Singapore, Australia, France, Germany, Italy, Japan, Netherlands and Turkey.
