Cyberark Escalations Manager 

India 

673380568

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

• 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.