Senior/Director, Customer Support

Role Overview

• Lead a global upgrade program responsible for orchestrating application upgrades across hundreds of enterprise customers.
• Own customer upgrade planning and customer communication for Strategic and select customers as designated.
• Own the end-to-end strategy for application upgrades, and Hotfixes in all customer environments (Dev, QA, Production and any other), ensuring upgrades are predictable, low-risk, and aligned with product release cycles.
• Establish a structured upgrade governance framework including pre-upgrade checklist, schedule communication, upgrade tracking and executive reporting.
• Implement a clear, high-touch communication strategy to selected customers that differentiates between Major release version upgrades and hotfix deployments.
• Collaborate and document the upgrade process/timelines for internal collaboration and ongoing reporting to Saviynt teams.
• Implement context-specific scheduling for customers based on business context, potential risks, customer onboarding roadmaps, and negotiate scheduling based on risk-mitigation.
• Responsible for Root Cause Analysis and continuous improvement to the upgrade process.
• Drive Early Access and Beta release cycles, systematically capturing user feedback to identify, prioritize, and resolve issues before general availability launch.
• Build scalable processes and drive automation/AI to ensure upgrades are executed consistently (on time and per schedule).
• Partner with Product and Engineering teams to develop an AI based framework, to reduce upgrade complexity through automation, standardization, and pre-validation checks.
• Assess and implement customer self-service tools to align with industry standards.
• Develop upgrade roadmaps and ensure customers remain within supported versions of the platform. Plan for 2-3 version upgrades during the year.
• Define and report on monthly Platform Maintenance activities to ensure that customer infrastructure is consistently up to date.
• Ensure customers receive clear, proactive communication regarding upcoming releases, feature impacts, and upgrade windows.
• Lead customer-facing briefings for strategic enterprise accounts requiring complex upgrades.
• Establish rollback procedures, contingency planning, and incident response frameworks for upgrade-related issues.
• Define and track KPIs such as:
• Customer NPS and Upgrade satisfaction
• Upgrade success rate
• Upgrade cycle time
• Customer upgrade adoption rate
• Customer satisfaction post-upgrade
• Upgrade-related incident rates.
• Present executive-level reporting on upgrade readiness, risks, and outcomes.
• Lead post-upgrade reviews and implement continuous improvement initiatives.
• 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.

Requirements

• 10+ years related work experience (e.g., combination of working in an enterprise support management role, customer-facing, project management, business process operations, product management, engineering operations, business or product strategy, technical consulting, data analysis)
• 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 upgrade issues and iterate improvement suggestions consistently.
• Demonstrated ability to remain “cool, calm, and collected” during a crisis and relentlessly prioritize based on business impact.
• Ability to combine negotiation and resource management skills with a solid understanding of support delivery processes.
• Flexibility, integrity, and creative problem-solving skills are a prerequisite to be successful in this role.
• Must demonstrate outstanding verbal/written communication and interpersonal skills at all levels of the organization to align a range of stakeholders on priorities, timing, and output.
• A team player who is influential and builds good working relationships across all functions and across all geographic regions.
• Sound judgment and ability to make decisions, with consideration of all alternatives and risks.
• Ability to work and coordinate priorities well under pressure.
• A track record of meeting complex stakeholder needs under tight timelines and resource constraints.
• Technical depth to enable collaboration with our Product and Development teams along with an ability to present complex technology concepts to Senior executives in an understandable way.
• Ability to multi-task and meticulously manage competing priorities coming from a diverse 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 of shift timings, including some weekends.

Preferred Qualifications:

• Working knowledge of support management processes and tools in a high-tech software company.
• Expertise in FreshService reporting and dashboards.
• AI-first mentality and experience automating processes.
• A results-oriented individual with a background in a technical support, customer service environment.
• Manage processes across organizational boundaries, collaborating with functional managers worldwide.

Benefits

• If required for this role, you will:

• Complete security & privacy literacy and awareness training during onboarding and annually thereafter

• Review (initially and annually thereafter), understand, and adhere to Information Security/Privacy Policies and Procedures such as (but not limited to):

    > Data Classification, Retention & Handling Policy
    > Incident Response Policy/Procedures
    > Business Continuity/Disaster Recovery Policy/Procedures
    > Mobile Device Policy
    > Account Management Policy
    > Access Control Policy
    > Personnel Security Policy
    > Privacy Policy
  

Saviynt is an amazing place to work. We are a high-growth, Platform as a Service company focused on Identity Authority to power and protect the world at work. You will experience tremendous growth and learning opportunities through challenging yet rewarding work which directly impacts our customers, all within a welcoming and positive work environment. If you're resilient and enjoy working in a dynamic environment you belong with us!

Saviynt is an equal opportunity employer and we welcome everyone to our team.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.