Escalation Manager

Location: Bangalore, HybridDescription:Saviynt is a leading cloud-based Identity Governance and Administration (IGA/IAM) solutionsprovider. We are seeking a highly experienced Manager of Global Escalations that will interfacewith our internal teams to drive a stellar customer experience. The role reports to the SeniorManager, Global Escalations and will manage escalations in collaboration with our Support andProduct Leadership. This role is responsible for managing Customer escalations, CriticalSituations, Focus Accounts, and the proactive prevention of escalations resulting in lower caseescalation rate, increased overall customer satisfaction and Customer retention.

You willpartner with virtual teams across our global organization, focusing resources to demonstrate toour customers that their problem is being worked with the highest levels of urgency andvisibility within Saviynt. Responsibilities include effective communication with all levels of theorganization 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. As a coverage based role, you may be asked to workdifferent shift timings, including weekends, based on the needs of the business.This function will focus on unblocking customers and performing a retrospective for eachescalation to drive insights into escalation trends, patterns, and opportunities to preventescalations and the resulting customer experience.WHAT YOU WILL BE DOING● Leading, planning, and managing the resolution of technical problems with seriousconsequences to Saviynt and our customers.● Drive the internal Escalation Management, including focus on proactively preventingescalations and complete ownership of open escalations.● Execute the Critical Situation Process, including aligning with leadership internally andexternally.● Interface with customer executive, business leadership, and technical contacts regularlyto discuss technical issues and improve customer sentiment.● Coordinate with peer managers worldwide on resources, issues, and ownership● Partner across a global team to hand-off high priority issues aligned with customerSupport entitlements.● Identify areas of improvement to prevent escalations, uplevel escalation handling, andrelated efficiency.● Identify areas of opportunity for reducing escalations via Knowledge Centric support,Training L2 teams via requisite tools.● Provide feedback on escalation processes along with suggestions to minimize customerimpact and shorten time to resolution.● Manage technical projects as assigned.● Work with cross-organizational teams; build seamless partnerships throughout support,sales, engineering, and other organizations within Saviynt.● Negotiate and influence skillfully with cross-functional groups to resolve key issues● Contribute to the Focus accounts Program to improve customer health and preventimpact to the Saviynt businessWHAT YOU BRING● 7+ years related work experience (e.g., combination of working in an enterprise supportrole, project management, business process operations, product management,engineering operations, business or product strategy, technical consulting, dataanalysis)● 3+ years of experience managing global escalation processes● Iterative mentality – start with the 80% solution and improve over time.● Strong Problem/Incident/Recovery management foundations.● Critical thinking skills to derive upstream causes for escalation and iterate improvementsuggestions consistently● Demonstrated ability to remain “cool, calm, and collected” during a crisis andrelentlessly prioritize based on business impact.● Ability to combine negotiation and resource management skills with a solidunderstanding of support delivery processes.● Flexibility, integrity, and creative problem-solving skills are a pre-requisite to besuccessful in this role.● Must demonstrate outstanding verbal/written communication and interpersonal skillsat all levels of the organization to align a range of stakeholders on priorities, timing, andoutput.● A team player who is influential and builds good working relationships across allfunctions and across all geographic regions.● Sound judgment and ability to make decisions, with consideration of all alternatives andrisks.● Ability to work and coordinate priorities well under pressure.● A track record of meeting complex stakeholder needs under tight timelines andresource constraints● Technical depth to enable collaboration with our Product and Development teams alongwith an ability to present complex technology concepts to Senior executives in anunderstandable way.● Ability to multi-task and meticulously manage competing priorities coming from adiverse group of senior executives● Ability to think and work independently, solve problems, and develop recommendations● Ability and flexibility to cover the business and drive customer experience in a variety ofshift timings, including some weekends.Preferred Qualifications:● Working knowledge of support management processes and tools in a high-tech softwarecompany.● Expertise in Salesforce and FreshService reporting and dashboards● Familiarity in leveraging Support Logic is a plus.● A results-oriented individual with a background in a technical support, customer serviceenvironment.● Manage processes across organizational boundaries, collaborating with functionalmanagers worldwide.Apply for this job