Cyberark Premium Support Manager 

United States 

848417626

or follow us on

What you will do:

• Lead, manage, mentor, and ensure development of the regional Premium Support team in coordination with the regional Director and other team Managers
• Be responsible for support provided to all of CyberArk’s Premium customers, by local team members, global teams, and other departments
• Manage business and technical escalations, together with other departments and regions, through to resolution
• Define, and measure team KPI’s. Tracking team performance, and encourage continuous improvement
• Participate in the definition, planning, and execution of the team roadmap according to CyberArk’s strategic targets. Includes defining processes, procedures, guidelines, and tools to improve the team’s productivity, quality, wellbeing, and success
• Fully manage support related projects, inception to implementation. Working with other departments on such projects, and ensure their success
• Learn about the business and what drives competitive advantage
• Seek to understand the strategic planning process and how their work relates to the business overall.

What you need to succeed:

• 3+ years' experience in enterprise level Support management leading 8+ Engineers
• Customer centric, leader by heart with heightened sense of empathy
• Experience in handling technical escalations
• Resiliency to stressful situations, ability to stay calm and maintain effective decision-making ability under pressure

• Experience in hiring, training and mentoring people for excellence
• Ability to define and design tools and processes
• Positive can-do attitude, both internally and in customer-facing situations.
• Excellent communication and organizational skills
• Excellent written and verbal English skills
• Proven technical skills
• Strong knowledge of Windows OS
• Capable of understanding the technical aspects of a complex systems
• Capable of researching and understanding third party software and APIs
• Strong ability to troubleshoot issues and provide resolution

The salary range for this position is $105,000 – $150,000/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.