Cyberark Escalations Manager 

United Kingdom 

651690576

Responsibilities

• 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 organisation 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.

• Minimum 2 years’ experience in Enterprise technical support, system administration, or related customer-facing roles.
• Understanding and experience of large enterprise IT environments, and related ITSM processes.
• Demonstrate 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 is preferred.
• Experience with DevOps concepts and tools would be an advantage.
• IT Project Management experience would be preferred.
• Proficiency in English, another European language is an advantage