Full Job Description
Job Summary
Job Description
The main responsibility of the Escalation Manager is to bring order, structure, and focused
attention to retention of existing customers and 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.
Responsibilities:
• Customer retention through effective management of escalation
• Analyse trends behind customer retention, establish processes that lead to higher
levels of customer satisfaction, and target levels of maintenance renewals
• Being a focal point of contact for the customer, keeping the customer up-to-date with
case progress, making sure the real problem is being address to the customer's
satisfaction.
• Crisis management
• 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
#LI-CT1
Qualifications
• Expert-level experience with CyberArk technology or Information Security field
• Understanding and experience of large enterprise IT environments, and related ITSM
processes
• Ability to stay focused and calm under stress, clearly communicate to the customer
and internal stakeholders
• 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
Qualifications
Compensation Disclosure
The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non-sales roles) or base salary + commission target (for sales/com-missioned roles) is expected to be the annual range listed below. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.
$119,700.00 - $193,600.00/yr
