Cyberark Escalation Manager 

United States 

946274939

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 Care organization.

• Handle customer interactions with empathy and professionalism. Use advanced de-escalation techniques to manage expectations and resolve issues.
• Analyze trends behind customer retention, establish processes that lead to higher levels of customer satisfaction, and target levels of maintenance renewals.
• Lead and manage internal and customer meetings. Prepare agendas, adhere to timelines, facilitate discussions, and ensure clear communication of actionable outcomes.
• 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.
• Establish correct expectations and ensure resolution through effective communication with all parties involved.
• Establish a focal point of contact for CyberArk, interfacing with other departments (i.e. Sales, R&D, Product Management).
• 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.

• Expert-level experience with CyberArk technology or Information Security field.
• Understanding and experience of large enterprise IT environments, and related ITSM processes.
• 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.
• Demonstrated ability to assume sole and independent responsibilities.
• Ability to keep track of numerous detail-intensive, interdependent tasks and ensure their accurate completion.
• Demonstrated knowledge of Information Security and Network Architecture concepts.
• Bachelor’s Degree in Computer Science or related field.
• Experience with DevOps concepts and tools preferred.
• IT Project Management experience in large enterprise environment preferred.

The salary range for this position is $91,000 – $130,000/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.